Energy Customer Support Advisor

Energy Customer Support Advisor Position Summary Full Time, salaried position Hybrid work schedule Use problem solving skills to research and assist customers and SSI staff Learn the integral operations of the Agvance Energy suite of products Train customers – a key element in providing a superior customer experience Analyze business processes, reports and information Participate in a variety of tasks including program testing and project assignments Job Responsibilities New Customer Support Advisors participate in several months of training before taking customer inquiries on their own After initial training, stay informed of changes by reviewing documentation Investigate unfamiliar features of Agvance Energy Respond to customer inquiries related to various areas of Agvance Energy Log the resolution in customer tracking software with enough detail to be meaningful to others. Log time associated with the inquiry in a timely manner Customer inquiries can vary in difficulty and sometimes require research and testing of the functionality of Agvance Energy Review of regulations regarding governing activities in the customer’s region of the county is sometimes necessary User training is a key element in providing a superior customer experience. Training may occur in our SSI training facility, at the customer site or remotely via the Internet. Escalate calls to appropriate resources as needed Senior members of this staff serve as mentors and high-level resource to less experienced team members. Learn the integral operation of the Agvance Energy modules/features Experience / Skills Required Committed to providing an excellent customer experience Strong organizational and time management skills Ability to multitask and prioritize work Excellent communication skills (written, verbal and listening) Gather and analyze information skillfully Demonstrate accuracy and thoroughness Works well in a team environment Self-motivated General business acumen