Customer Support Representative

Customer Support Representative - Remote

We are looking for a smart, creative, and resourceful person to fill our Customer Success Analyst position. This position will provide quality, professional product support to Brillion customers that results in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving basic customer issues. This person will respond to routine inquiries of a technical nature and handle problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise.

Position Type:
Full time

Brillion provides software solutions that empower energy providers to spark customer attention and participation to drive a clean energy future. Our team is passionate about delivering high-quality solutions that meet the evolving needs of our customers. Through Brillion, utilities can finally turn every customer relationship into a true partnership. From better bill explanations to smarter program workflows, we make it easier to get everyone working together to meet your goals.

• Provide ongoing support to clients
• Act as a customer advocate, triaging and resolving issues on the Brillion platform
• Identify, assess criticality, and prioritize issues as they come in
• Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status to the customer to maintain a high rate of satisfaction
• Perform support and analysis tasks within the frameworks of established SLAs
• Perform other duties and responsibilities as assigned
• Meet and exceed current high rates of satisfaction

• 2 – 3 years of Helpdesk/Call Center experience preferred
• Exceptional customer service skills
• Previous Salesforce experience preferred - though comparable knowledge and proof of learning ability, through job experience, may also be acceptable
• Strong problem-solving/troubleshooting skills
• Professional and effective communications skills – both verbal and written.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone and email
• Effective multi-tasking/organizational skills
• Must be able to work autonomously, as well as with a team
• Ability to perform duties and responsibilities independently
• Strong time management, multitasking, and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Positive, customer-obsessed attitude and solution-oriented outlook

Apply for Customer Support Representative