Customer Support, Market Data Specialist II

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Serve as a primary resource for both external users and internal teams, addressing complex technical challenges and data inquiries.

• Collaborate with users to identify and implement effective methods for utilizing Yes Energy’s tools tailored to their specific requirements.

• Employ SQL and API products to diagnose issues and assist customers in navigating intricate datasets.

• Instruct users on essential features and advantages, converting technical functionalities into business value.

• Work alongside Product Management and Customer Success to escalate recurring problems and advocate for enhancements in user experience.

• Document, track, and address inquiries within the CRM, ensuring compliance with established Service Level Agreements.

• Uphold high standards of support through proactive communication and dependable technical expertise.

• Foster team skill enhancement through knowledge sharing and collaboration on support tickets.

• Engage in an on-call rotation schedule.

⛳️ Requirements

• At least 3 years of experience in technical support, helpdesk, or technical sales positions.

• Experience managing workflows within CRM systems such as Freshdesk, Jira, or Salesforce.

• Demonstrated ability to convert complex technical information into clear, accessible solutions for customers.

• Proficient in delivering solutions through phone, email, and formal presentations.

• Skilled in using SQL as a primary tool for data analysis and troubleshooting.

• A curious mindset with a strong desire to master complex concepts and resolve intricate technical problems.

• A dedication to providing exceptional service with a commitment to understanding the underlying reasons behind customer needs.

• A proactive approach focused on identifying and rectifying inefficiencies through process optimization.

• Experience within the energy sector or equities/commodities trading.

• Familiarity with Python, APIs, and data science/analysis.

• Proficient in Oracle or Snowflake SQL environments.

• Previous experience with Yes Energy’s product suite.

🏝️ Benefits

• Additional compensation for involvement in the on-call rotation schedule.

• Realistic bonuses that are attainable and influenced by your contributions.

• Medical insurance coverage.

• 401(k) Plan with matching contributions.

• Flexible vacation policy.

• Flexible work arrangements.

• Investment and funding for formal and informal professional development.