Technical Support Analyst


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Full Job Description

About EnergyWatch:
EnergyWatch is an entrepreneurial, private equity backed New York City-based provider of energy and sustainability management software-as-a-service and associated professional services to large commercial and corporate real estate, retail portfolios, industrial energy consumers, and utilities. By combining various streams of utility, weather, commodity market, metering, and building data in our integrated energy and sustainability management platform, we provide data-driven services and insights that save time and money, reduce risks, identify cost saving opportunities, and help clients track their sustainability goals, such as Net-Zero and Science Based Targets (SBTi).

Through our platform, we serve nearly a billion square feet of real estate, thousands of utility accounts, and ~$3 billion in annual utility spend across 49 states and 4 continents. Our clients range from mature sustainability veterans representing GRESB sector leaders, ENERGY STAR Partners of the Year, CDP A-listers, and progressive thought leaders, to companies just starting the sustainability journey with their first voluntary report(s), as well as clients simply interested in optimizing their utility bill management and reporting practices. We’re looking for a Technical Support Analyst to work alongside our Customer Success and Sales teams to ensure clients and prospects are receiving value from our platform, issues are documented, diagnosed, and resolved, and clients are turned into advocates!What you’ll do:

Become an expert in EnergyWatch’s watchwire platform
Respond to email, live chat, and phone inquiries from existing clients and pilot prospects
Diagnose, identify, and resolve client issues, escalating when necessary
Advise client end users on the best way to use the software to meet their needs
Document troubleshooting efforts and resolutions into company ticketing application
Collaborate cross-functionally with other departments to work through technical issues
Assist prospects during their trial period to ensure they understand the product functionality
Work in coordination with Customer Success Managers to expand customer adoption of the application
Contribute to the Support Knowledgebase
Promote a self-service culture by referencing existing support tools
Assist Customer Success and Implementation teams as directed
Assist Executive team as needed

Who you are: