As a member of the Oracle | Opower SaaS Support organization, your focus is to deliver post-sales support and solutions to the Oracle client base while serving as an advocate for their needs. A primary point of contact for clients, you are responsible for facilitating client relationships through resolving technical inquiries and providing advice and assistance to internal Oracle employees on diverse client situations and escalated issues.
About the Job
We are looking for a top-notch Client Support Engineer for our Opower SaaS Client Support team. The Client Support team works within the Oracle | Opower platform, analyzing and using customer data with internally developed tools to support ongoing or expanding utility programs. The team investigates and resolves sophisticated production issues and implements solutions.
Oracle | Opower Client Support Engineers are technically skilled, love working with customers, and have the desire to work with meaningful, large-scale energy efficiency software production systems. You will have the opportunity to collaborate with our utility clients, Implementation Teams, Production Operations, Product Management, etc. to work on exciting and sophisticated client and production inquiries. As Opower continues to grow at a rapid pace, this position offers a great opportunity for an individual to grow their career within the team or other areas across the company.
Responsibilities
- Work with Implementation Teams, Engineering, Product, and System Operations to help triage and address client/production issues via email, phone, and ticketing system with Opower clients
- Act as a client-facing subject matter expert
- Gather and analyze information, evaluate impacts, resolve, or escalate issues as needed
- Manage client expectations, both internally and externally
- Ensure support service level agreements (SLAs) are achieved
- Work on special projects to help improve processes, documentation, and overall client experience
- Deliver training sessions and webinars to Opower's clients
- Flexibility to be a part of a rotational on-call schedule
About You
- Self-starter and quick learner
- Detail orientated
- Very centered on the customer experience
- Strong professional and interpersonal communication skills
- Technical hands-on troubleshooting skills or ability to learn quickly
- SQL/MySQL or databases troubleshooting experience/skills, or the ability to learn
- Comfortable working in UNIX command line, and understands UNIX file permissions
- Bachelor's degree (Math, Physics, Computer Science, Business, or Engineering preferred)
- Experience supporting a Software as a Service platform a plus
- Experience in consulting, software development, 2nd or 3rd tier technical support, technical project management, and/or training delivery a plus
Career Level - IC2
