Customer Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage designated customer tickets from initial intake through to resolution or escalation.

• Directly troubleshoot issues reported by customers and independently resolve problems whenever possible.

• Recognize issues that require escalation, identify the appropriate escalation path, and collaborate with Engineering or other internal teams.

• Proactively communicate about obstacles, risks, and concerns related to workload.

• Convert ambiguous customer enhancement requests into precise and specific acceptance criteria.

• Keep accurate records of ticket status, notes, ownership, and next steps in the service management system.

• Generate reports on ticket volume, trends, and performance metrics.

• Oversee the queue and prioritize tasks based on customer impact and urgency.

⛳️ Requirements

• Minimum of 2 years of practical experience handling tickets in a formal service management system such as Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar.

• Proven ability to resolve customer issues independently, demonstrating sound judgment regarding when to escalate.

• Excellent written and verbal communication skills in a professional context.

• Hands-on experience with agile processes, including kanban, backlogs, tickets/stories, and established agile ceremonies.

• Understanding of development, testing, acceptance, and deployment processes.

• Comfortable navigating ambiguity and adapting to shifting priorities.

• Capability to self-manage and prioritize the work queue alongside other responsibilities of the position.

• Associate's or Bachelor's degree in a relevant field, or equivalent professional experience.

• Must be classified as a U.S. person: U.S. citizen, lawful permanent resident, asylee, or refugee.

• Must possess legal authorization to work in the United States; GridUnity does not offer visa sponsorship.

🏝️ Benefits

• Competitive compensation packages that recognize your skills and contributions.

• Remote-first culture that offers flexibility and work-life balance.

• Opportunities for professional development, including training, mentorship, and career advancement pathways.

• Comprehensive health, dental, and vision insurance effective from day one.

• Short- and long-term disability and basic life insurance provided at no cost to you.

• 401(k) plan with a 4% match.

• Flexible PTO and a nurturing work environment that prioritizes balance.

• Mission-driven work that allows you to make a substantial impact in the energy sector.

• Eligibility for bonuses.