Support Analyst

Job Description

Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.

The Customer Care program at Uplight plays a critical role across all product lines and client programs, acting as the voice of our customers to stakeholders. We take pride in ensuring that our customers' voices are heard, fostering strong feedback loops that drive continuous improvement in how we serve them. By proactively identifying opportunities to enhance customer experiences, we help our clients deliver exceptional support and strengthen trust in their customer relationships.

How you will make an impact

As a Support Analyst for our Customer Care program at Uplight, you will be a critical point of communication with teams across the organization to support the smooth functioning of customer care service. You will be working directly with our third party vendor as the key point person for a myriad of escalations, improvements, and monitoring SLA performance. Below is a list of some of the type of work you would be exposed to in this role:

• Support and foster collaboration with our vendor-managed customer-facing teams, ensuring high-quality service delivery and process adherence.
• Monitor and maintain SLA performance for key performance indicators such as average handle time, customer satisfaction, grade of service, and more.
• Facilitate information flow between internal groups such as data operations, product systems, product operations, engineering, account management, and leadership to drive continuous improvement.
• Perform quality assurance on customer interactions through proactive feedback and training of our agents.
• Facilitate training of new programs for customer service agents by doing documentation walkthrough, product demos, or facilitating bringing an internal expert to train customer service agents.
• Seek opportunities to optimize how we use our CSM tool by becoming a subject matter expert in our tools.
• Use critical thinking to assist with data requests, monitoring, and interpretation to inform decision-making and support key initiatives.
• Identify opportunities for process improvements and implement solutions to enhance operational effectiveness.
• Support documentation and technical writing efforts, creating training materials, SOPs, and knowledge base content.
• Assist with cyclical and ad hoc special projects related to customer support and associated systems.

What you will contribute

• Exceptionally organized to be able to triage multiple requests from multiple teams.
• Able to prioritize requests and effectively communicate urgency to all levels of the organization.
• Approaches problem solving with a solution oriented mindset.
• Aptitude for identifying process improvements, with the ability to develop and implement new processes across multiple teams.
• Strong ability to provide timely and effective support through communication platforms.
• Ability to clearly communicate information in a variety of mediums such as technical documentation, presentations, and tickets.
• Proficiency in writing skills.
• Strong attention to detail in monitoring and data entry tasks.
• Ability to act as a liaison between teams, ensuring seamless knowledge sharing and collaboration.
• Adaptability to handle unexpected situations and take on tasks with minimal lead time.
• Train and mentor new team members (as applicable).
• Familiar with Zendesk best practices.
• Familiar with Agile best practices.

What you bring to Uplight

• 2-4 years in a customer care or support role or equivalent experience.
• Ability to organize, plan and execute effectively.
• Focused on the details.
• An eye for working smarter.
• Comfort in cross-functional collaboration.
• Strong verbal and written communication skills.
• Passion for providing a great customer experience.
• Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying. Check out our website for our SHINE principles.

Bonus Points

• Zendesk subject matter expert.
• Previous customer support experience.
• Experience working in SaaS.
• Familiarity with Excel and understanding data.
• Experience working in Ecommerce.

Why Join Uplight in Leading the Fight Against Climate Change?

At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:

• Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
• Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
• Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
• Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
• Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions recognized. Together, we can build a brighter tomorrow.

Salary Range: $60,000 to $70,000 USD

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.