[Hiring] Customer Support & Market Data Specialist II @Yes Energy

Role Description

Join the Market Leader in Electric Power Data and Analytics Solutions. The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid daily. Our unique and innovative view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid running. It’s both challenging work and work with a purpose.

Be a part of our successful, growing business during international transformation.

Our business was founded on the principle of saying “yes” to our customers — and we excel at it. By combining industry-leading tools with exceptional customer care, our data products are experiencing significant growth. We are now seeking a Customer Support & Market Data Specialist II to help us sustain and support that momentum.

In this critical, front-line role, you will ensure that we live up to our brand promises: delivering prompt, friendly, and smart support while fostering collaborative partnerships. You will serve as a key member of the Customer Support team, addressing technical inquiries and application usage questions to provide a seamless user experience.

The ideal candidate possesses a foundational understanding of our products and the ability to navigate databases to troubleshoot issues, communicate enhancement requests, and resolve technical challenges efficiently. You will play a vital role in maintaining customer relationships, ensuring satisfaction, and helping users optimize their application usage.

Additionally, you will be responsible for documenting all interactions within our help desk ticketing system. Please note that this position requires participation in an on-call rotation schedule, for which additional compensation is provided.

Qualifications

• Minimum of 3 years in technical support, helpdesk, or technical sales roles.
• Experience managing workflows within CRM software such as Freshdesk, Jira, or Salesforce.
• Proven ability to translate complex technical information into concise, accessible solutions for customers.
• Comfortable delivering solutions via phone, email, and formal presentations.
• Proficient in using SQL as a primary tool for data investigation and troubleshooting.
• A curious mindset with a drive to master complex concepts and resolve sophisticated technical issues.
• A passion for exceptional service and a commitment to understanding the "why" behind customer needs.
• A proactive mindset focused on identifying and eliminating inefficiencies through process optimization.

Requirements

• Act as a front-line expert for external users and internal teams, resolving complex technical issues and data inquiries.
• Consult with users to identify and implement the most efficient ways to use our tools for their specific needs.
• Utilize SQL and API products to troubleshoot issues and help customers navigate complex datasets.
• Educate users on key features and benefits, translating technical capabilities into business value.
• Collaborate with Product Management and Customer Success to escalate recurring issues and advocate for user-experience improvements.
• Document, track, and resolve inquiries within our CRM, ensuring all responses meet or exceed established Service Level Agreements.
• Maintain our reputation for high-quality support through proactive communication and reliable technical expertise.
• Drive team skill development through skill sharing and ticket collaboration.

Benefits

• Salary range: $75,000 - $90,000
• Highly competitive salaries and real bonuses that are achievable and that you can impact.
• Medical insurance.
• 401 (k) Plan with matching.
• Flexible vacation and flexible work schedules.
• Encouragement and funding for investment in both formal and informal professional development.