Job Description Summary At CLEAResult, we change the way people use energy. CLEAResult is the leader in transforming energy challenges into energy efficiency solutions. We work with utilities, businesses, and consumers to improve the energy experience on a local and global level throughout the US and Canada. You will love working at CLEAResult because we are having a positive impact on the world by changing the way people use energy. We are the market leader in bringing energy efficiency programs to life and offer lots of flexibility of where and how you work. You will have the opportunity to be creative every day and work with a leadership team that is open to new ideas, new opportunities, and new perspectives. Join our team and help change the world. CLEAResult Rewards and Recognition: - Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service because we’ve all been there — needing help with our health plan and not knowing where to turn. - 401 (k) with company match - Paid vacation, sick and personal time - 10 paid company holidays - Paid Volunteer Time; giving back to our communities is important to us - Discounts on home and auto insurance - Employee Referral Bonus Program - Employee Recognition Program – convert your recognition points into gift cards - Employee Assistance Program – offers benefits to help you manage daily responsibilities - Access to training opportunities to advance further in your career Job Description Job Description We are looking for a talented individual… To join our team as an Application Support Analyst, you will be the primary liaison for the CLEAResult internal program teams. In this role, the Support Analyst will work with internal account management teams, and the technology team to diagnose issues and assign priorities, resolve issues, and provide follow-up on issues to guarantee excellent support to our customers. Here at CLEAResult, you will fit right in with our energetic team if you are resourceful, resilient, and kind. For this exciting career opportunity, you’re a great fit if you can… Analyze software issues reported by the customers. Understand and assess customer-reported issues to determine impact and prioritization. Promptly escalates issues to management when necessary. Assist the IT support manager in day to day support & operational activities. Propose support process improvements. Perform QA activities as required to test and reproduce issues reported. Resolve support level 1 and 2 issues reported. Triage and escalate issues to be resolved by other teams Manage and ensure documentation of assigned incidents, including internal and external communications. Perform efficient incident management while maintaining quality standards. Use Service Management tools and other channels to receive, document, and resolve issues. Continuous education of Energy Efficiency programs and new software products and enhancements is required. Engage with other teams to stay abreast of changes in software, programs, and the industry. Gather and document existing support processes and provide recommendations. Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others. Accepts change and adapts in a positive and productive manner; handles unexpected situations calmly and with confidence. Perform simple configuration changes or data loads in Production to resolve/close tickets and document the changes in Knowledge Base (document for Standard Operating Procedures). Build strong subject matter expertise in order to provide clients and internal teams with guidance and assist with troubleshooting/problem resolution. Willingness to work effectively in a team environment, helping others to resolve critical application issues. Collaborate and engage with the other IT teams to review maintenance and stability plans for your applications to ensure that point of failure is addressed, risks have mitigation/contingency actions identified and problems are resolved. Communicate on-going updates and report progress to the support manager on various activities. Prepare presentations, written recommendations, and status reports. In this exciting career opportunity, you will have… BA/BS in Business, Software Engineering, or Computer Science. 3-5 years of Customer Support environment work experience Knowledge of Salesforce , web technologies and data integrations is a plus. Additional Job Description CLEAResult continues to be committed to the health and safety of all employees, customers, partners and the communities we serve. As we prioritize hiring of talent for essential positions that meet the critical needs of our customers, we intend to continue supporting the fight to end the pandemic. Employees’ health and safety while meeting client expectations remains our top priority. Equal Opportunity Employer As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status. The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.