Customer Support Specialist
Great to meet you. We're Energetica, an end-to-end platform for everything to do with enterprise energy and renewables. Buying, selling, analysing, optimising, working towards net zero… you name it. We do it all, and we do it for some of Australia's biggest names, too!
We're a small (but rapidly growing) team, hyper-focused on building up and scaling our technology both here and globally, and we want smart, focused and hardworking people to join us as we head towards the next stage of our evolution.
Built and managed here in Australia, we are leading the way in technology for the energy and sustainability sector and looking for like-minded individuals who want to roll their sleeves up and get in at the ground floor of an exciting journey.
A huge part of our success is unrivalled customer support. We exist in a very complex industry and we work with some very clever customers who require timely and accurate responses, every time.
The purpose of this role is to help our customers be successful in their business by giving them the tools and confidence to get their work done efficiently and with a minimum of issues.
For this position, we want you to convince us that you'll be fantastic at the following:
Quickly gaining an understanding of new platforms and technologies such as the Energetica Platform, as well as either already having a deep understanding of the business energy space.
Help responding to customer enquiries across multiple channels (Jira, phone, email, chat) in a professional and considered way that takes customer needs, priorities and timeframes into account.
Identifying and troubleshooting technical or business process issues reported by customers and guiding them through the appropriate steps to resolve the problem or providing a workaround as required.
Understanding customer needs and requirements quickly and working with the team to escalate and progress all issues requiring platform fixes or updates.
Documenting and tracking customer issues in our ticketing and knowledge base systems and ensuring detailed and accurate records are kept throughout the support process.
Providing product training to customers, guiding them on how to effectively use the platform.
Providing operational support to clients when they need assistance with industry and platform processes.
Maintaining a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their issues are listened to.
Testing new stuff that doesn’t yet quite work yet and working with us on improving it.
Staying positive and productive around stress and tight deadlines which are unavoidable in a rapidly growing company.
Providing feedback and discussing solutions in a constructive and collaborative way.
As we're a small startup, you will be open to:
Getting involved in a little bit of everything: from customer support, to testing the system, and all the way through to energy analysis
Working hard, but also smart
Working closely with all levels of the team, from the founder onwards
Proactively building up and continuing to maintain your knowledge in a rapidly changing market and technology space
You'll need to have at least some of the following experience:
A strong foundation in the energy industry with a core understanding of the base market concepts, including market participants, network and retail tariffs and pricing - NMI and NEM12 data!.
At least 2 years real experience in customer service, technical support, billing analyst or a similar role.
Preferably some experience with data analysis or query tools including Excel, Power BI, SQL, etc.
We offer the following:
The opportunity to work with some smart people and to be part of something very big.
A great salary appropriate to your experience.
If this all sounds like something you'd be interested in, and if you have read this far! Please tell us in a cover letter, why you my be a great fit for this role, and why we may be a great fit for you. We look forward to hearing from you!