Yes Energy

Customer Support

• Provide exceptional customer service, answer questions, troubleshoot issues, and provide technical support to internal and external customers.
• Assist with onboarding new support personnel through shadowing to develop product and technical knowledge.
• Lead and facilitate troubleshooting calls with customers.
• Help customers understand optimal workflows to meet their needs.
• Serve as a subject matter expert for assigned product lines.
• Build skills working with Yes Energy software, including API and SQL data products.
• Provide training and coaching for newer team members when asked.
• Work directly with users to understand and resolve application-related issues.
• Manage, track, and resolve support inquiries and issues via a CRM system per service level agreements.
• Document customer issues clearly and thoroughly for development staff.
• Coordinate with the technical writer to create and maintain internal knowledge base documentation.
• Create, update, and close CRM inquiries/cases and other problem-resolution tickets within designated timeframes.
• Work closely with Customer Success to communicate trends, customer risks, and opportunities.
• Facilitate communication among the broader support team for known issues and new products and features.

Senior Customer Support, Market Data Specialist

• Act as a front-line expert for external users and internal teams, resolving complex technical issues and data inquiries
• Consult with users to identify and implement efficient ways to use Yes Energy’s tools for their specific needs
• Utilize SQL and API products to troubleshoot issues and help customers navigate complex datasets
• Educate users on key features and benefits, translating technical capabilities into business value
• Collaborate with Product Management and Customer Success to escalate recurring issues and advocate for user-experience improvements
• Document, track, and resolve inquiries within the CRM while meeting or exceeding established Service Level Agreements
• Maintain high-quality support through proactive communication and reliable technical expertise
• Drive team skill development through skill sharing and ticket collaboration
• Participate in an on-call rotation schedule

Senior Customer Support, Market Data Specialist

Customer Support, Market Data Specialist II