Great to meet you. We're Energetica, an end-to-end platform for everything to do with enterprise energy and renewables. Buying, selling, analysing, optimising, working towards net zero… you name it. We do it all, and we do it for some of Australia's biggest names, too!

We're a small (but rapidly growing) team, hyper-focused on building up and scaling our technology both here and globally, and we want smart, focused and hardworking people to join us as we head towards the next stage of our evolution.

Built and managed here in Australia, we are leading the way in technology for the energy and sustainability sector and looking for like-minded individuals who want to roll their sleeves up and get in at the ground floor of an exciting journey.

A huge part of our success is unrivalled customer support. We exist in a very complex industry and we work with some very clever customers who require timely and accurate responses, every time.

The purpose of this role is to help our customers be successful in their business by giving them the tools and confidence to get their work done efficiently and with a minimum of issues.

For this position, we want you to convince us that you'll be fantastic at the following:

Efficiently responding to customer enquiries across multiple channels (Jira, phone, email, chat).

Providing excellent support and being a trusted resource for both customers and internal teams during pre-sales, oboarding and throughout the life of each contract.

Identifying and troubleshooting technical or business process issues reported by customers and guiding them through the appropriate steps to resolve the problem or providing a workaround as required.

Understanding customer needs and requirements quickly and working with the team to escalate and progress all issues requiring platform fixes or updates.

Documenting and tracking customer issues in our ticketing and knowledge base systems and ensuring detailed and accurate records are kept throughout the support process and customers receive accurate and timely updates, and maintaining a comprehensive customer support knowledge base including FAQs, how-tos and other user documentation.

Collaborating with internal teams, including engineering and quality assurance to proactively identify areas where the platform can be made more efficient and easier to use and address and resolve recurring technical issues.

Staying up-to-date with the latest product knowledge and industry developments to provide accurate and timely assistance to customers.

Providing product training to customers, guiding them on how to effectively

Maintaining a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their issues are listened to.

Continuously improving customer support processes and procedures by providing feedback and suggestions for improvement.

Picking up complex new concepts rapidly.

Testing new stuff that doesn’t yet quite work yet and working with us on improving it.

Staying positive and productive around stress and tight deadlines which are unavoidable in a rapidly growing company.

Providing feedback and discussing solutions in a constructive and collaborative way.

As we're a small startup, you will be open to:

Getting involved in a little bit of everything: from customer support, to testing the system, and all the way through to energy analysis

Working hard, but also smart

Working closely with all levels of the team, from the founder onwards

You'll need to have at least some of the following experience:

Real experience as a customer support specialist, customer success or key account manager, or a similar role.

Familiarity with the energy industry from a retail, intermediary, or a software provider standpoint.

Experience with using helpdesk software, remote support tools, and other related support tools.

Excellent communication and problem-solving skills and patience when handling tough cases.

Multi-tasking abilities.

BSc in Information Technology or other relevant education (optional)

Some experience with data analysis or query tools including Excel, Power BI, SQL, etc.

We offer the following:

The opportunity to work with some smart people and to be part of something very big.

A great salary appropriate to your experience.

If this all sounds like something you'd be interested in, tell us why and we'd be very happy to hear from you!