Senior Specialist, Technical Support, Drive O&M (Greece)

Power Factors develops software that accelerates the global energy transition by empowering all renewable energy stakeholders to collaborate, automate critical workflows, and make the best decisions. Power Factors fights climate change with code.

Power Factors has incorporated its four flagship solutions Drive, Greenbyte, BluePoint and Unity to build an integrated suite of open and smart apps. These apps are purpose built for asset management, field service optimization, and performance optimization. Leveraging the domain expertise and machine learning-based advanced analytics within these apps, customers can maximize the value of their renewable assets to stay competitive.

Power Factors’ renewable energy software platform is one of the most extensive and widely deployed solutions in the market with over 200 GW of wind, solar, hydro, and energy storage assets managed worldwide.

Learn more at powerfactors.com.

About the Role

Currently, we are looking to strengthen our team with a passionate and dedicated Senior Specialist, Technical Support. This individual will provide first and second tier support to the fleet of Power Factors customers using our Drive O&M platform. This platform supports our Operations and Maintenance clients and is hosted on Salesforce. As the first level of support, the specialist will provide determination of solution support, and when applicable, provide the support for ticket resolution. For all tickets that lie beyond the skill or scope of the specialist’s role, the tickets will then be escalated to a subject matter expert.

Support Specialists are the primary point of contact for all customer ticket interactions, and responsible for the customer support experience from issue submission through resolution.

What You Will Be Doing

• Receive inbound customer support requests
• Gather additional information from the client or from our platforms
• Determine and dispatch internally to appropriate internal resources depending on support ticket details
• Facilitate clean, clear handoffs of work responsibilities
• Update client as support tickets progress
• Meet all service level agreement (SLA) metrics
• Create and maintain feature documentation
• Participate in product enhancement projects
• Discover opportunities for process improvements and initiate remediation
• Communicate issue resolution to clients
• Identify and actively engage with escalating trending issues

What You Will Need to Be Successful

We believe you enjoy working in a purpose-driven organization and that you thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you are effective at managing multiple tasks of varying complexities and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox:

• Ability to follow standard and non-standard work instructions for ticket support/resolution
• Ability to learn quickly and apply new concepts to successfully resolve tickets
• Communicate professionally and politely in verbal and written English
• Prior experience with Salesforce as an administrative user
• Comfortably navigate computers and the Microsoft Office Suite
• Ability to research using online and internal resources to solve problems
• Use basic formulas in Microsoft Excel

Nice to have:

• Experience in customer-facing role
• Experience with basic IT support and troubleshooting
• Experience using support/ticketing software tools, e.g., Salesforce, Jira, FreshDesk, etc
• Experience troubleshooting on a CRM such as Salesforce, MS Dynamics or Sugar CRM
• Salesforce Administrator certification
• Maintain and support multiple Salesforce orgs
• Ability to explain technical concepts clearly and concisely
• Ability to create clear work instructions based on interactions with subject-matter experts
• An interest in clean energy, especially solar and wind power
• Experience with electric utilities, solar, and wind power
• Ability to self-direct and work without heavy supervision

Life @ Power Factors

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry, taking advantage of rapidly evolving technologies. We are a collective of bold and ingenious talents driven by results. Our team is made up of hard-working, fun-loving people who are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

Why Join Us

• A humble cause with a clear purpose– you will help us fight climate change with </code> every day at work. We aim to be environmentally conscious in all aspects of our operations.
• Work with passionate experts and top-talents in your field– we are proud of our highly skilled crowd and the savviness each of us brings to the team.
• Friendly and uplifting atmosphere– we believe kindness and respectfulness is core for our culture. A friendly smile or a helping hand is never far away.
• Flexible hours and workplace – it is the result that counts, not when or where. Our hybrid/remote work setup allows everyone to set themselves up for success and create a more sustainable work-life balance.
• All the benefits you expect (and more)– besides the basic benefits (adopted to local needs and norms), you will enjoy perks such as 8h of paid volunteering per year and participation in our Corporate Bonus Program (to name a few).

We Are an Equal Opportunity Employer

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.