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Energy Customer Support Advisor
1 month ago
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
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