Support Specialist - Brossard, Quebec, Canada

Location: Brossard, QC
Date Posted: 09-27-2017
Power Factors (, an industry-leading software provider for monitoring, managing, and optimizing renewable energy assets, is seeking qualified applicants for client-facing Support Specialist role to assist clients who use our operations platform.
The Support Specialist is will provide first and second tier support to the fleet of Power Factors customers. As the first level of support, the specialist will provide determination of solution support, and in some cases, will provide the support for ticket resolution. For all tickets that lie beyond the skill or scope of the specialist’s role, the tickets will then be escalated to subject matter expert in the area of the ticket issue.
Support Specialists will be the primary point of contact for all customer ticket interactions, and responsible for the customer support experience from issue submission through resolution.
Required Skills
  • Ability to follow standard and non-standard work instructions for ticket support/resolution
  • Ability to learn quickly and apply new concepts to successfully resolve tickets
  • Inquisitive mind, interested in expanding capabilities
  • Communicates professionally and politely in verbal and written English
  • Comfortably navigate computers and the Microsoft Office Suite
  • Ability to research using online and internal resources to solve problems
  • Use basic formulas in Microsoft Excel
Desired Qualifications
  • Experience in customer-facing role
  • Experience with basic IT/networking
  • Knowledge of the Internet-of-Things (IoT)
  • Experience using support/ticketing software tools, e.g., Salesforce, Jira, Wrike, etc
  • Basic computer programming experience
  • Ability to explain technical concepts clearly and concisely
  • Ability to create clear work instructions based on interactions with subject-matter experts
  • An interest in clean energy, especially solar and wind power
  • Experience with electric utilities, solar, and wind power
  • Diploma from a qualified four-year university
  • Business process development experience
Job Responsibilities
  • Receive inbound customer support requests
  • Gather additional information from the client or from our platform
  • Determine and dispatch internally to appropriate internal resources depending on support ticket details
  • Facilitate clean, clear handoffs of work responsibilities
  • Troubleshoot and diagnose data flow issues from remote sites into the Power Factors Cloud
  • Update client as support tickets progress
  • Communicate issue resolution to clients
Please submit your resume and a brief (<=5 sentence) description of why you think you're a great candidate for this role.
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