Prospect Engine LLC

Technical Support Specialist

Prospect Engine LLC

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • Respond to customer inquiries via CRM tickets, email, chat, and phone in a timely and professional manner.
  • Provide clear and concise information regarding product features, functionalities, and issue resolution.
  • Assist customers with setting up complex simulations in our O&M and Construction Design application.
  • Diagnose and troubleshoot customer issues, providing step-by-step guidance for problem resolution.
  • Collaborate with the product and engineering teams to escalate and resolve complex issues promptly.
  • Develop and maintain an in-depth knowledge of Shoreline products to effectively assist customers.
  • Gather customer feedback to identify areas for improvement and share insights with the product development team.
  • Drive and support our customers in the implementation of Shoreline products.

Requirements

  • Previous experience in IT, customer service, or a related field.
  • Experience in the renewables industry, particularly wind, is preferred.
  • Ability to build rapport with customers and users.
  • Strong troubleshooting and critical thinking skills.
  • Positive and professional demeanor.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRMtroubleshootingproblem resolutioncustomer supportsimulation setup
Soft Skills
communicationcustomer rapportcritical thinkingprofessionalismcollaboration