Senior Customer Support and Market Data Specialist

Job Description

Job 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.

Position Summary

The Senior Customer Support and Market Data Specialist plays a critical, front-line role in ensuring that Yes Energy lives up to our brand promises: We promise prompt, friendly, and smart customer support and are committed to collaborative partnerships with our customers.

The position serves as the most technically focused member of the Customer Support Team, answering customer questions related to technical support and application usage. More than any other member of the Customer Support Team, the Senior Support and Market Data Specialist needs to understand how our products work "under the hood" to facilitate efficient troubleshooting and communication of issues and enhancement requests.

This position also plays a vital role in maintaining customer relationships, ensuring customer satisfaction, and helping customers optimize application usage. This role ensures interactions are properly documented and communicated to stakeholders within Yes Energy.

Position Details

• Salary range: $60,000 - 90,000 plus bonus
• Location: Yes Energy Core Offices 
• Full-time
• Hybrid - 2 days in the office
• Reporting to: VP, Customer Experience 

Primary Responsibilities

• Serve as a key member of Yes Energy's Customer Support Team - providing exceptional customer service, answering questions, troubleshooting issues and providing technical support to internal and external customers.
• Assist with onboarding new support personnel through shadowing to help them develop product and technical knowledge.
• Lead and facilitate troubleshooting calls with customers.
• Help customers understand optimal workflows to meet their needs.
• Serve as a subject matter expert for products within the assigned product lines. 
• Build skills working with Yes Energy software, including our API and SQL data products.
• Serve as a subject matter expert on the team within assigned product line and able to provide training and coaching for newer team members when asked.
• Work directly with users to understand and resolve their application-related issues.
• Manage, track, and resolve support inquiries and issues via a Client Relationship Management (CRM) system per service level agreements.
• Clearly and thoroughly documents customer issues for development staff.
• Coordinate with the technical writer to create and maintain internal knowledge base documentation for the broader support team and facilitate knowledge sharing between internal subject matter experts and Tier 1 support staff.
• Create, update, and close Client Relationship Management (CRM) inquiries/cases and other problem resolution tickets within designated timeframes.
• Work closely with the Yes Energy Customer Success team to communicate trends, customer risks, and opportunities.
• Facilitate communication amongst the broader support team for known issues and new products and features.

Minimum Qualifications

• Minimum of 3 years experience in technical customer support, helpdesk, and technical sales roles.
• Comfortable communicating solutions to customers across various communication mechanisms: IM, phone, email, formal presentations, etc.
• Exceptional customer service with the ability to digest complex technical information and translate that back to customers concisely.
• Ability to troubleshoot and resolve advanced technical support and application issues.
• Proven ability to deliver effective customized training based on customer needs and use cases.
• Leadership skills are necessary to set a standard of excellence and guide teams through change.
• A mind for process improvement as opposed to making do with inefficiencies.

Preferred Qualifications

• Energy industry experience or experience in equities/commodities trading.
• Proficiency in SQL and Python and familiarity with APIs.
• Data science and analysis experience. 
• Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.). 
• Experience with Yes Energy's products will set you apart from other candidates.

At Yes Energy, we value connecting directly with candidates. We kindly ask that third-party recruiters and agencies not submit resumes, as we are not open to external recruiting partnerships.

ABOUT YES ENERGY

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in all aspects of information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers. Yes Energy has a team of 400 amazing professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania.

Culture

Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. At Yes Energy, we care about saying "Yes" to customers. We like to listen, learn, and develop our solutions in line with their needs. We think about customers as business partners, and when we help them be more successful … we are more successful, too.

Around the office, our culture is driven by some pretty fundamental values that we're proud of:

• We love innovation and solving tough challenges;
• We are "high standards people" who combine passion and pride with hard work and rewards of all kinds-- in an ethic that is consistent across the company.
• We're team-focused with a flat hierarchy-- we work in small teams on well-defined projects that directly impact the success of the business;
• We play to the strengths and experience of each person while each of us also works along a continuum of roles adjacent to our focus area. This presents the challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways. 
• We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

In accordance with Colorado law, the range provided is Yes Energy's reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.