Support & Service Enablement Specialist at GridPoint

Worldwide

About GridPoint GridPoint is a rapidly growing, private equity backed, technology leader with a mission focused on accelerating the world’s transition to a sustainable future by creating an intelligent energy network of grid-interactive buildings. As pioneers in the smart grid, GridPoint has been innovating since 2003 to make buildings smarter, more efficient, more resilient, and more sustainable.  Founded in 2003, GridPoint’s platform is hard at work across thousands of buildings delivering energy, operational, and resiliency benefits. Networked together, GridPoint intelligent buildings provide the reliable, precise, and instantaneous capacity utilities and grid operators increasingly require.  By transforming the way commercial businesses of all types and sizes use energy, GridPoint unlocks the decarbonization, sustainability, and grid resiliency needed for a cleaner, more efficient tomorrow. GridPoint’s network of commercial buildings spans across Fortune 500 enterprises, utilities, government organizations, and small businesses.  GridPoint minimizes energy waste across 20,000+ buildings. To-date they have saved customers over $440M in energy costs, reduced over 5.7B kWh, and eliminated over 5.3B lbs of CO2e.  What makes us different   * Hardware enabled SaaS platform that is expandable to manage both traditional building assets (e.g., HVAC, Lighting, Refrigeration) and the future of additional grid-interactive assets (i.e., energy storage, EV charging).  * Serves “both sides of the meter” benefiting both customers in the building and grid participants.  * Advanced Analytics and Intelligence with data driven approach to manage savings and proactively monitor the health of assets.   * Ability to manage multiple distributed energy resources for market participation (e.g., battery storage, generation, HVAC).  * Focused on multiple industry market needs with a specific focus on mid-market commercial buildings and under-served SMBs.   * Ability to execute at the majority of unaddressed buildings (i.e., 90% of commercial buildings).  * $0 upfront cost subscription model that accelerates adoption.  Essential Duties & Responsibilities:  A Support & Service Enablement Specialist (QA) is responsible for assessing the quality of the performance of our Support and Service organizations. Evaluations are performed regarding the interactions with our customers through phone, email, FMS, and SMS. Evaluations also cover the work completed by Service through the creation of the Statement of Work and coordinating technician dispatches. QA will monitor inbound and outbound interactions to assess demeanor, technical accuracy, customer experience provided, and adherence to company policies & processes. This role will assist in creating and implementing support team quality processes as well as recommendations for enhancements to training materials as needed to enhance the overall customer experience provided by GridPoint support. Team Supervisors will utilize your assessment in the training & coaching of their team members.  * Perform interaction monitoring and provide trend data to Supervisors & Managers.  * Coordinate & facilitate call calibration sessions for Support team.  * Periodically handle live customer interactions to stay current with Support processes, systems, & GridPoint products.  * Develop, maintain, and continuously improve QA scorecard, evaluation rubrics, and quality benchmarks to reflect evolving support standards.  * Track, report, and present individual and team quality scores, trends, and performance metrics on a regular cadence.  * Conduct root cause analysis on quality failures and recurring errors; partner with supervisors to implement corrective action plans as required.  * Maintain documentation of QA processes, evaluation guidelines, and calibration outcomes to ensure consistency and repeatability.  * Partner cross-functionally with Training, Product, and Operations teams to relay quality insights that inform process improvements and product feedback loops. Assist in training facilitation as needed.  * Perform other duties as assigned.  Qualifications:  * High school diploma required; College degree preferred.   * 2+ years of contact center technical customer support experience supporting customers and/or Technicians via multiple contact channels (i.e. phone, email, chat, SMS).  * Self-motivated with the ability to work in a fast-moving environment.  * Strong organizational and time-management abilities.  * Excellent communication and interpersonal skills. Experience facilitating training and/or group presentations.  * Familiarity with customer support software and tools. Preferred experience with Salesforce, Microsoft365 suite, and/or AWS products.  * 1+ year of experience in a QA, quality assurance, or quality monitoring role within a contact center or customer support environment preferred.  * Experience with GridPoint technical support or ability to quickly learn & understand troubleshooting best practices with GridPoint equipment.