Program Management & Client Support Associate

Title : Program Management & Client Support Associate
Location : Remote | Hours 9-5 ET Mon - Fri. Someone who is flexible and willing to change hours if needed is a plus
Job Type : 6 Month Contract
Compensation : $24-$30/hr W2
Industry: Clean energy technology

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About the Role
Our staffing firm is partnering with a mission-driven clean energy technology company to hire a Program Management Associate / Tier 1 Platform Expert. Our client operates in the distributed energy resources (DER) space, developing cutting-edge software that helps electric utilities manage the growing challenges of integrating wind, solar, and other renewable energy sources into the grid. This is a fully remote opportunity to join a team working at the intersection of technology and sustainability, directly contributing to the modernization of the electric grid and the fight against climate change. Job Description
As a Program Management Associate / Tier 1 Platform Expert, you will serve as a subject-matter expert supporting both homeowners and end users of our client's software platform. You will handle program management tickets received via phone and email, troubleshoot technical issues, and collaborate cross-functionally to improve the customer experience. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about clean energy and technology.
Day-to-day responsibilities include:

• 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
• Actively 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 third-party API behavior for both technical and program support tickets
• Prioritizing and managing a technical support ticket caseload effectively, thoroughly reviewing all assigned tickets, executing timely resolutions, and maintaining established SLAs
• Utilizing internal documentation to perform 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 clear and concise language for all audiences
• Collaborating with Product, Engineering, and the manufacturer network to ensure a shared and accurate understanding of complex product functions and data behavior
• Deepening your knowledge of how distributed energy resources (DERs) can be connected, controlled, and leveraged to modernize and green the electric grid
• Performing other duties as assigned that further support the mission of building the utility of the future

Qualifications
Required Qualifications:

• 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 structured 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 levels of technical expertise

Preferred Qualifications:

• Direct API experience
• A collaborative and growth-oriented mindset that thrives when quickly learning new things
• A sense of ownership and pride in personal performance and its impact on company success
• Interest in or passion for clean energy, sustainability, and grid modernization

Benefits
Dahl Consulting 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 Summary:  How to Apply
Take the first step on your new career path!  To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with next steps! Equal Opportunity Statement
As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!

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