Technical Customer Support Specialist 2, Demand Response (Remote - USA)

Enel North America is a proven renewables leader delivering clean, flexible and sustainable energy solutions.

As part of the Enel Group, we develop, build, own and operate renewable power plants and demand response solutions, with over 11 gigawatts (GW) of installed wind and solar capacity, over 1 GW of energy storage and nearly 5 GW of demand response in the US and Canada.

For nearly 25 years, we've reliably powered modern life and driven climate action with our people, partners and communities by putting sustainability at the center of everything we do. Enel is a top-five industry leader for clean power capacity in the US, demand response in North America and utility-scale battery storage in Texas.

We are a smart and passionate team working together to build the Enel North America that we want for the long-term - one that is founded on strong financial, social and environmental values. Being on our team means being part of lasting progress to create a thriving and more sustainable world for our climate and communities. It means valuing safety, trust, innovation, proactivity, flexibility and respect in all we do. Our vision is ambitious, and we'll get there together.

Enel North America is focused on changing the way our customers use energy. Our Technical Support team helps customers get the most out of their energy by delivering support, education, and solutions for the products and services we provide. This role is key in achieving the team's mission to deliver easy, enjoyable, and effective customer experiences in the energy space.

To succeed in this position, you'll need self-discipline, a customer-oriented mindset, willingness to learn, and focused communication. These skills will be key to solving challenging customer issues in a dynamic, collaborative environment. You understand the importance of a team culture and are eager to join our diverse team where everyone's personality and unique strengths are valued.

This role offers the opportunity to drive change and grow your industry within the North America business programs. We believe that delivering an employee centric experience is key to growth and success. This team is empowered to make decisions and drive improvements that elevate our service and deliver positive outcomes to our customers.

* Respond to, troubleshoot, and solve inbound customer inquiries through various communication channels (phone, email, chat, SMS)

* Provide and in certain instances, co-author outbound communication regarding customer impacting changes

* Inform and educate customers about utility programs, software application usage / access, and administrative changes related to their programs

* Participate in program meetings and report back findings and critical information to the support team

* Be an integral part of customer facing projects to include software development, program rule changes, and education of the demand response business

* Provide coaching to others within the department on an as needed basis

* Be a main contributor to user acceptance testing (UAT) for software implementation

* Foster trust and relationships with co-workers to ensure continuity and consistent messaging to the customer base

* Provide feedback to co-workers and propose recommendations to improve and / or enhance the customer experience

* Work with 2nd level technical support on bugs, enhancements, and customer driven requests to ensure voice of the customer (VOC) is present at all levels of the organization

* Prior experience in the utility industry a plus

* Advanced knowledge of Microsoft Office products required

* Intermediate experience with Salesforce or other CRM (Customer Resource Management) tools preferred

* Progressive communication skills to include active listening, conflict management, empathy, and pointed resolution

* Ability to work in a remote environment and be available during scheduled shift via phone, email, and instant messaging software

* At times, be available for on-call and after-hours coverage

2+ years of college and 3+ years in a customer facing role

Enel North America is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Enel North America has facilities. Enel North America maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law. Accessibility - If you require accessibility assistance applying for open positions please contact EnelApplication@enel.com.

The hiring range for this position is $25.60-$35.10 an hour. For remote positions, this is based on a national average base pay for this role. For positions in California this range will be specific to the location in California. The actual range may vary based on the geographic location of the chosen candidate. For all positions, the base pay actually offered will take into account various factors, including internal equity and job-related knowledge, skills and experience. At Enel, base pay is one part of your total compensation package. Please see below for additional information on Enel North America rewards.

• Enel North America offers its regular full-time employees affordable, quality healthcare for you and your family, life insurance and disability benefits to provide security, and retirement benefits to help you plan for your financial future. In addition, we offer an array of other benefits such as flexible spending accounts, tuition reimbursement and professional development allowance.
• Benefits are effective as of day one!
• Some additional perks to working with Enel North America include:
• 401k with match fully vested as of day one. Enel-NA matches 100% of the first 4% that you contribute up to set IRS limits.
• Generous PTO that supports work/life balance including: 4 weeks annually of vacation as well as personal days, volunteer days, your birthday off, paid holidays, and sick time. Proration may apply during first year of employment.
• Paid leave programs
• The opportunity to grow and develop your career with the support and mentorship of senior leaders.
• The opportunity to work for one of the world's most recognizable and respected brands in the energy industry that believes by working together we can create a new energy era in which the world can become more sustainable.
• An employee's eligibility for these benefits shall be subject to the governing documents for such plans and programs and/or company policy. The benefits described above may be modified or eliminated with or without notice in accordance with the governing documents and applicable law.
  
  

Enel North America has an internal talent acquisition department and designated career site for individuals looking to join our team. Enel North America will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent directly to Enel North America, in any capacity will be considered property of Enel North America. This policy is applicable to all Enel North America locations and will be the responsibility of third parties and vendors to understand this policy. Enel North America will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

#LI-Remote