Associate Customer Support & Market Data Specialist

Yes Energy•Chicago, MA

9d•Hybrid

About The Position

Yes Energy is seeking an Associate Support and Market Data Specialist to join their Customer Support team. This front-line role is crucial for ensuring the company lives up to its brand promise of delivering prompt, friendly, and smart support. The specialist will address technical inquiries and application usage questions, providing a seamless user experience. The ideal candidate will have a foundational understanding of Yes Energy's products, the ability to navigate databases for troubleshooting, communicate enhancement requests, and resolve technical challenges. This role is vital for maintaining customer relationships, ensuring satisfaction, and helping users optimize their application usage. Responsibilities include documenting all interactions in the help desk ticketing system. This position requires participation in an on-call rotation schedule, for which additional compensation is provided.

Requirements

Minimum of 2 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.
A working knowledge of SQL as a 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.

Nice To Haves

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.

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.