Solutions Expert

We are seeking a Technical Support Specialist to join our Global Customer Support department. As a member of this team, you will play a pivotal role as an internal support escalation subject matter expert.

Our technical support services provide customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

The Technical Support Specialist is the first line of support for incoming issues, requests, and phone calls. This position involves prioritizing incoming requests, assigning tasks to appropriate support teams, and ensuring timely and efficient responses to customer concerns while maintaining a high level of customer satisfaction.

This is part of the shifting 24x7 schedule that includes weekends.

• Receive, triage, and prioritize incoming technical support calls from customers.
• Receive incoming support requests through various channels such as phone and ticketing systems. Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).
• Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Update the client as support tickets progress and communicate issue resolution.
• Troubleshoot and diagnose data flow issues from remote sites into the Power Factors Cloud. Perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts.
• Identify and escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensure timely resolution of escalated issues to minimize the impact on customers.
• Maintain accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required.
• Serve as the face of Power Factors with our Customers. Strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences. Gather customer feedback and insights for continuous improvement.

• Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows. Familiarity with SaaS (Software as a Service) products and technologies is a plus.
• Familiar with SQL and relational databases.
• Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services).
• Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols.

• Excellent Communication skills
• Empathy and Customer Focus
• Time Management and Prioritization
• Adaptability
• Team Player

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry.

We are a team of bold and ingenious talents driven by results.

We are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

By joining the Power Factors team, you'll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact.

Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives.

Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative.

With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.