Senior Customer Support and Market Data Specialist

Yes Energy•Chicago, MA

13d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.