Technical Support Representative - Solon, OH

Posting Address

Solon, OH (preferred) or St. Louis, MO

Position Overview

To engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail. The Aclara Technical Support Representative will facilitate prompt and responsive communication between Aclara's Customer support team and Aclara Customers.  

Duties and Responsibilities

• Acquire and maintain general knowledge of all Aclara product offerings to quickly understand Customer needs
• Provide front line “Tier 1” support to Aclara Customers on incoming phone calls and e-mail requests in an expedited fashion; generate tickets in Aclara’s case management system for these requests
• Respond to and ensure Aclara follows through on Customer surveys and any necessary actions arising from them. We treat our Customers as long-term partners and this position requires excellent communication skills, the motivation to learn and the drive to help others succeed - both externally and internally to Aclara.
• Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
• Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system
• Triage open tickets and escalate issues to the appropriate support personnel to provide prompt issue resolution
• Periodically monitor Customer Portal discussion threads and assist customers as needed by opening cases, creating accounts, resetting passwords, etc...
• Help drive efforts to identify and target concerns and inefficiencies to improve the quality and effectiveness of Aclara’s Customer interactions
• Acquire intermediate knowledge with one or more of Aclara’s product offerings to raise first-call resolution rates with Aclara customer issues
• Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction
• Coordinate/schedule/perform firmware updates on Aclara hardware

Skills and Experience

Required:

• Proficiency with office productivity software (Word, Excel, PowerPoint)
• Proven track record in the successful delivery of projects for external customers
• Ability to communicate detailed technical information to an audience with various levels of technical understanding
• Ability to operate under deadlines and full workloads
• Superior organization and time-management skills
• Extremely responsive and able to communicate effectively with all levels of the internal and client organizations
• Demonstrated track record of excellent relationship building, relationship maintenance, and team-building skills; must work well with cross-functional teams; comfortable as team lead or member
• Experience generating customer deliverables/documentation, collecting and analyzing data, presenting results, and making recommendations
• Exceptional written and verbal communication skills

Preferred:

• Utility/energy industry experience, particularly related to energy management, customer service, CIS/CRM, AMI, MDM, and/or demand-response
• 1-2 years’ experience with Professional Services administration including contracts, change orders, scope, functional requirements, and prioritization
• Experience working with electric, water, or gas utilities

Physical Demands:

• Ability to travel domestically and/or internationally up to 25% throughout the year, as needed
• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs