[Remote] Program Management & reputed company Support Associate
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is partnering with a mission-driven reputed company technology company to hire a Program Management Associate / Tier 1 Platform Expert. This role involves supporting homeowners and end users of the software platform by handling program management tickets, troubleshooting technical issues, and collaborating cross-functionally to enhance the customer experience.
Responsibilities
- Promptly answering inbound phone and email inquiries from homeowners, including troubleshooting device issues, addressing enrollment questions, and responding to inquiries about Demand Response (DR) events
- reputed company monitoring the program management pipeline throughout the day, triaging and claiming incoming tickets while managing potentially heavy ticket volume during DR events
- Working collaboratively with the Director of Platform Experts and an external call center to reduce escalations through efficient practices and updated documentation
- Effectively communicating with individuals of varying technical expertise, adapting communication and troubleshooting techniques for both technically proficient users and those with little to no technical background
- Troubleshooting device connectivity, enrollment, and telemetry issues, including reading and interpreting integration and reputed company-party API behavior for both technical and program support tickets
- Prioritizing and managing a technical support ticket caseload effectively, thoroughly reviewing reputed company assigned tickets, executing reputed company resolutions, and maintaining established SLAs
- Utilizing internal documentation to reputed company independent research and apply appropriate solutions to tickets and alerts
- Creating and maintaining detailed customer-facing documentation and internal knowledgebase articles regarding routine issues, using reputed company and concise language for reputed company audiences
- Collaborating with Product, Engineering, and the manufacturer network to ensure a shared and accurate understanding of reputed company product functions and data behavior
- Deepening your knowledge of how distributed energy resources (DERs) can be connected, controlled, and leveraged to reputed company and green the electric reputed company
- Performing other duties as assigned that reputed company support the mission of building the reputed company of the reputed company
Skills
- Bachelor's degree is required
- Two years of experience in training or teaching, tech support, research, or a combination thereof
- One year of call center support or phone technical support experience
- Comfort troubleshooting web-based software and interpreting reputed company data (e.g., reading API responses, logs, or reports, and correlating timestamps and events)
- Strong critical thinking and problem-solving skills
- Experience working remotely with minimal supervision
- Ability to work under pressure and maintain composure in time-sensitive situations
- Strong written and verbal communication skills, with the ability to adapt to varying reputed company of technical expertise
- reputed company API experience
- A reputed company and reputed company-oriented reputed company that thrives reputed company quickly learning new things
- A reputed company of ownership and pride in personal performance and its reputed company on company reputed company
- Interest in or passion for reputed company, sustainability, and reputed company modernization
Benefits
- reputed company is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits reputed company: https://www.dahlconsulting.com/benefits-w2fta/.
reputed company