Customer Support & Market Data Specialist II

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

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.

Position Details

• Salary range: $75,000 - $90,000
• Location: Yes Energy Core Office (Boulder, Glendora, Chicago, Boston or Richmond) or Remote
• Full-time
• Reporting to: Customer Support Manager

Primary Responsibilities

• 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.

Minimum 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.

Preferred Qualifications

• Experience in the energy industry or equities/commodities trading.
• Familiarity with Python, APIs, and data science/analysis.
• Proficiency in Oracle or Snowflake SQL environments.
• Experience with CRM platforms such as Freshdesk, Jira, or Salesforce.
• Prior experience with Yes Energy's product suite will significantly set you apart.

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 over 350 amazing professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand, Tokyo, Japan; 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.