Job Description Summary At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive. Additionally, you will enjoy: -Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours -401(k) with company match -Paid vacation, sick, personal and parental leave time -Paid Volunteer Time: giving back to our communities is important to us -Employee Recognition Program – convert your recognition points into gift cards -Employee Assistance Program – offers benefits to help you manage daily responsibilities -Access to on-demand training courses to advance further in your career Job Description Please note - qualified candidates will live within New York state, preferably Upstate New York We are looking for a talented individual… To join our team as a Customer Support Specialist. Customer Support personnel perform Tier 1 and Tier 2 customer and contractor service related to program and systems. They provide guidance & mentoring to assist in resolving questions and issues. They may provide remote support utilizing various support tools, including over the phone, instant message/chat, etc., in accordance with established procedures, documenting issues and resolutions. They manage incidents and service requests using the defined incident management and request fulfillment process and systems. They may also work closely with other technical teams as remote hands or on projects performing troubleshooting and/or more in-depth assistance. 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… Perform day-to-day support interacting with users, resolving basic issues in a help desk environment Provide a positive customer experience for users seeking support or training Instruct users in the use of program systems Follow all guidelines in the service & operating level agreements as well as operating procedures Document issues, solutions and interactions accurately Document issues and solutions through the creation of knowledge articles Use expertise in customer service and technical knowledge to resolve issues Answer queries by telephone, email, or within the ticket tracking system Utilize available knowledge documents, conducts research, interacts with, and escalates to other support personnel to resolve issues Maintain and updates records and tracking databases Route complex issues to next level support quickly for further investigation when appropriate Alert senior staff and/or management to recurring issues and patterns of issues In this exciting career opportunity, you will have… High School Diploma Required Associates degree, customer service experience and/or training preferred Target Compensation $22/HR Compensation Range $18.20 - $27.30 Currency USD Type Hourly Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example. 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. We change the way people use energy. CLEAResult started in Austin, Texas, in 2003 with a simple idea: a results-oriented company could have a positive impact by helping people make smart energy decisions. In the years since, we've grown to become the single largest provider of energy solutions in North America. Now, with offices in over 60 cities in the U.S. and Canada, we're able to tailor our efforts to fit our clients' specific needs, while positively impacting the energy landscape on a global scale. OUR MISSION We are driven to make a change. We offer a comprehensive set of energy programs and demand-side management strategies. Our energy experts design and maintain energy optimization services for utility companies as well as institutional, commercial and industrial organizations. We deliver solutions that lower load requirements for utilities, reduce energy bills for end users and minimize environmental burdens on communities. Every day, in every way possible, we change the way people use energy.