Entry Level- Sales

at  Energy Toolbase Software Inc

The Energy Toolbase Sales Support Specialist has an analytical and logical ability to understand the internal workflow of the customer to help them better explore our software capabilities and exploit the full potential of our platform. This can range from overseeing activities, training, providing technical support, and pitching the ETB Developer product. This role provides service and product information, solutions, and relevant details to customers through platform training and software troubleshooting. The position supports the company goal of providing white-glove customer service to partner developers, installers, and end-users. Additionally, they are a subject matter expert regarding the functionality and configuration capabilities of ETB Developer. A key piece of our white glove service.

SKILLS & GENERAL REQUIREMENTS

• Able to work independently, display creativity, exercise sound judgment, and demonstrate initiative.
• Experience with troubleshooting software issues across multiple platforms.
• Ability to identify and solve complex technical problems, using the information to evaluate, recommend, and implement solutions.
• Customer service experience and comfort with frequent customer interactions.
• Exceptional attention to detail required.
• Experience with Salesforce and Zoom helpful but not required.
• Proficient in MS Office applications.
• Ability to work to strict deadlines.
• Excellent organizational skills.
• Excellent communication skills, both verbal and written.

EDUCATION AND EXPERIENCE

• Associate’s degree with 2+ years of office experience (Bachelors degree a plus)
• Solar/Energy Storage industry a plus
• B2B sales experience a plus

THE ROLE

The Energy Toolbase Sales Support Specialist has an analytical and logical ability to understand the internal workflow of the customer to help them better explore our software capabilities and exploit the full potential of our platform. This can range from overseeing activities, training, providing technical support, and pitching the ETB Developer product. This role provides service and product information, solutions, and relevant details to customers through platform training and software troubleshooting. The position supports the company goal of providing white-glove customer service to partner developers, installers, and end-users. Additionally, they are a subject matter expert regarding the functionality and configuration capabilities of ETB Developer. A key piece of our white glove service model, this position requires a detail-oriented and organized individual who can manage multiple responsibilities simultaneously.

DUTIES AND RESPONSIBILITIES

• Identify and analyze customer needs, provide solutions and technical support on software platform.
• Act as a primary resource for customer’s technical configuration needs for new product implementations and regular account maintenance, supporting Energy Toolbase products by providing recommendations and solutions as necessary.
• On-going training and support to customers on platform features, functionality, and system upgrades.
• Complete account configuration work on time within a designated schedule, escalating any major issues that occur.
• Speak to technical configuration requirements advising customers on best practices and assisting customers in determining the correct configuration for the respective account(s).
• Document customer issues and resolutions in the incident tracking software.
• Test, reproduce, research, document any software defects to be passed to development in the incident tracking software.
• Communicate with customers via telephone and email to resolve software issues.
• Ensure support requests via phone, chat, and email are completed accurately, in a timely manner.
• Support Regional Account Managers in identification of sales opportunities in other Energy Toolbase product lines.
• Regularly attend industry conferences and tradeshows to help with in-person selling efforts and to network with current customer base.
• Liaise with the marketing team to design and execute targeted out bounding.
• Support Onboarding Managers as necessary.
• Demonstrate the product line of Energy Toolbase.