Customer support analyst
We’re at a turning point in history. Climate change is changing the world faster than ever before. Utilities will play a crucial role in the transformation of our society to fight climate change and become carbon-neutral, while at the same time making sure people and businesses can continue to use energy supply like they’ve been used to for so many years.
At Gorilla, we’re determined to not stay aside, but to make a real impact on the utility industry by providing data services that allow utilities to play the role they need to play in the quest for a net-zero society. By building something that solves a real problem, and by being the best at what we do.
You are part of the customer success team and engage yourself to service our customers. Customer happiness is your main goal.
You have a feel for technology and get excited by complex challenges.
Your communication skills are celebrated.
Your main strategy to resolve incidents is diplomacy
You provide 3rd level incident support, pick up support tickets, gather information, and resolve issues in close collaboration with our engineering or subject matter expert team.
You create and maintain excellent standard procedures, meticulous documentation and proper recording of all issues, so you can guarantee SLAs.
You’re willing to participate in an on-call schedule for P1 issues after business hours.
In our fast-growing environment, you will always be looking to improve and adapt to the best way of working.
You are responsible for keeping our customers happy after go-live by understanding their solution, the value our product creates for them and their challenges. A main responsibility in that is to make sure all support SLAs are met. You make sure to have a complete overview of issues per client and resolutions underway. You support the Client Success team with reports of support performance. You are the key between Customer Success and Product Development.
In this role, you’ll work with a small team of passionate engineers, architects, and subject matter experts to serve and support our customers. At Gorilla, we do not believe in hierarchy as it slows innovation, which means your voice will be heard and valued. In fact, we believe it is your responsibility to criticise and give feedback as this is what makes us grow.
Gorilla is a startup that is surprisingly well organised for its size, mostly due to the business criticality of our work. As we receive daily benefits from personal development, we strongly encourage it. While we will push you to take responsibility for your growth, we will also give you time to grow.
You have experience in customer support at a software company.
Your English skills are impeccable, other languages are a plus.
Strong communication skills are a must-have.
You value empathy and the ability to build relationships highly.
Industry knowledge of the utility industry is a big plus; a passion for data can help if you miss this.
You know what a developer needs to quickly analyse and debug an issue, and are excellent debugger yourself in terms of understanding where the actual issue lies (user mistake, misunderstanding, data, product, configuration)
You are a quick learner, and can easily digest new information (product & country pack features, project details)
You are punctual and organised; you have a keen eye for details.
Experience with Atlassian tooling, like JIRA and Confluence, is a plus.
You’re an expert in prioritising and efficient task management.
You become part of an ambitious organisation and an enthusiastic team with a mindset to win! As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla.
We actively challenge ourselves and our colleagues, in order to always improve our skills, methodology and capabilities. Lifelong learning is essentially embedded in our organisation, and we care about your individual dreams and ambitions, beyond just work.
On top of that, our remuneration approach is clear and no-nonsense, just like our feedback culture and personal development approach. You’ll be able to join a team from wherever you’d like to work – equipped with the best technology for remote work. We’ll provide access to an office space near you whenever you like, as well as frequent travels to meet your colleagues in person, making sure you’ll never feel lonely.
Convinced that this is the job for you?
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