About Calico Energy

Founded in 2010, Calico Energy provides trusted technical products and services for utilities and their partners. Working across the energy sector, we have solved some of the industry’s most complex energy data aggregation and usage system problems. Today, we continue to pursue big challenges, providing strategic and technical solutions to market needs. Utilibridge™, our whole building benchmarking application, is an industry-leading solution that addresses one of the sector’s largest opportunities for reducing energy consumption nationwide.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

About the role

Product Support Associate | 10-15 hours/week | $23-$27/hour | Not Eligible for Benefits

Calico is a growing company looking for a part-time Product Support Associate who will be responsible for assisting customers with their inquiries and concerns and resolving their issues. The Product Support Associate will strategize techniques to improve customers’ experiences and provide outstanding customer support.  

You are a collaborative self-starter. You care about helping people and finding solutions. You consistently communicate and follow up with stakeholders. Ideally, you want to grow your experience with customer service and software product development. 

What you'll do

• Respond to inbound communication from users who have questions or issues with our Products 

• Review customer issues and own the troubleshooting process from initial communication to resolution 

• Research and resolve user issues and maintain customer support ticketing system  

• Work closely with Product and Engineering team members to resolve any user or application issues as needed  

• Analyze user data to identify trends or patterns that can be addressed by new features, policies, or procedures 

• Maintain the user guides and customer support knowledge base associated with our products 

• Develop and continuously strengthen subject matter expertise in assigned products, features, workflows, and underlying business or technical concepts to serve as a trusted internal and external resource 

Qualifications

Required Qualifications: 

• 1+ years of experience in a customer service role 

• Experience troubleshooting issues and researching solutions 

• Experience listening to others and communicating in a collaborative way 

• Ability to meet deadlines, handle and prioritize simultaneous requests, and deliver quality results 

• Experience generating and maintaining documentation 

• Analytical mindset with the ability to evaluate data, identify trends, prioritize information, and draw meaningful insights 

Desired Qualifications: 

• Excellent communication skills 

• Excellent organizational skills 

• Experience with B2B software support 

• Exposure to the energy / utility space or commercial real estate