Software Customer Support Engineer

Resource Innovations is seeking a Software Customer Support Engineerto join our growing team.

We are seeking a customer support professional to build our support team and move towards the next level of customer satisfaction. The successful candidate will have extensive experience providing technical support in a fast-paced development environment. This candidate will also have developed excellent communication skills that will enable working with our technical professionals and subject matter experts at our client sites.

Resource Innovations (RI) is an energy transformation firm. Women-led, purpose built and focused on impact, we're constantly expanding our portfolio of solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. Building on our expertise in energy efficiency, we're driving the material change needed to renew the promise of energy.

Duties and Responsibilities

• Provide prompt and complete resolution to technical challenges and business issues.
• Respond to customer requests that have been escalated from any department of the Company; Tier 1 Support, Project Management, Product Management and Sales
• Serve as a Subject Matter Expert (SME), in related functional and technical areas.
• Perform root-cause analysis by verifying technical facts and developing logical conclusions.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Write documentation including contributions to the Knowledge Base, User Guides, Release Notes and How to Guides
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Provide timely account status reporting both to customers and management.
• Answer high-difficulty technical questions, solve high-difficulty technical problems, and suggest appropriate workarounds related to supported applications
• Other duties as assigned.

Requirements

• Bachelor's degree in computer science, Information Systems, or equivalent
• 5 years of experience in technical support, account management, technical analysis and support in a software development environment
• Experience with ServiceNow, Jira, Java applications, Mysql, and Sql.
• Experience with CRM software (preferably SalesForce), bug tracking software, troubleshooting tools, all Microsoft Office products including advanced MSWord knowledge.
• Analysis, troubleshooting, and problem-solving expertise.
• Ability to effectively prioritize and escalate customer issues.
• Excellent written and verbal communication, and customer service skills
• Knowledge and experience of SaaS application support.

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations

Resource Innovations (RI) is an energy transformation firm. Women-led, purpose built and focused on impact, we're constantly expanding our portfolio of solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. Building on our expertise in energy efficiency, we're driving the material change needed to renew the promise of energy. Discover how at www.resource-innovations.com.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.