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Customer Support Associate

4 months ago

London, United Kingdom Piclo Full time

**About Piclo**:
**The climate crisis means that now, more than ever, we need to act. **Here at Piclo, we believe we are not powerless against climate change and are focused on enabling the transition to a decarbonised future. Our team is on a mission to make our energy systems smart, flexible and sustainable.

We’re hiring a Customer Support Associate to work alongside our friendly team of software engineers, product managers, designers and more that are at the forefront of transforming the energy sector.

**Who we are looking for**:
Are you a passionate problem solver with exceptional communication skills?

We’re seeking a dedicated Customer Support Associate to join our team. In this role, you will play a pivotal role in ensuring the satisfaction of our market clients worldwide, covering regions such as the UK, Southern Europe, and the US. Your primary focus will be to meet the Service Level Agreements (SLAs) of our System Operator clients while acting as the first point of contact for Flexible Service Providers using Piclo Flex. You will not only be responsible for maintaining our commitment to service excellence but also for fostering strong relationships with our valued customers.

**About you**:

- 2+ years experience working with B2B customers or in similar roles
- Experience working in scale-up environments
- Multilingual specifically Italian (Portuguese speaking would be advantageous)
- Experience in electricity markets (i.e Flexibility, Capacity Market, STOR)
- You are an incredibly motivated and organised person. You enjoy the process of prioritising work and setting timelines while collaborating with cross-functional teams.
- You’re resourceful, resilient, and flexible, and will help clear the path for everyone to do their best work.
- You are an excellent communicator who can build relationships with teammates from different disciplines, making sure that everyone is clear about what’s required of them.
- You are confident and well adept in communicating and collaborating with external clients.
- You’re fluent in English, even if it’s not your first language.

Also desirable:

- You can establish strong relationships and trust with both internal team members and external customers at various levels
- You are an excellent communicator with the ability to relay key technical information to both internal and external stakeholders
- You are self-motivated and take the initiative to engage and support customers, proactively identify solutions and spot commercial opportunities
- You have a strong problem-solving ability, a great eye for detail, and confidently navigate your way through unforeseen challenges
- Experience in scale-up environments.
- You are motivated by Piclo’s mission to make our energy system smart, flexible and clean.
- You are naturally empathic and are always mindful of the humans who use and benefit from your work.

**About the role**:
This role sits within Market Operations** **and would be responsible for, but not limited to, **providing support to our customers (System Operators and Flexible Service Providers)**
- Maintaining a consistently positive, empathetic, and professional attitude when interacting with our customers at all times.
- Responding promptly to customer queries in line with customer SLA’s.
- Maintaining records of customer interactions, incidents, and complaints through our customer ticketing support tools.
- Collaborating and coordinating with the wider teams as necessary to reach resolutions including triaging customer feedback.
- Meeting performance targets such as first response, resolution time, and customer satisfaction.
- Providing input into improving self-service resources to empower customers to find answers to common product questions.
- Continuously monitor customer performance, trends, risks, and opportunities using various available data sources in order to enhance the customer experience.
- The opportunity to provide on-call out of hours support (This is not mandatory).

**What we can offer**:

- £30-35k, with the ability to participate in the success of the company through its share option scheme
- 25 days holiday (plus Bank Holidays)
- 35 hour week - with flexible working hours (within core business hours)
- Hybrid working - we aim to have team days in our London office weekly.
- Life Assurance, Income Protection and private Healthcare with Vitality (medical history disregarded)
- A monthly expense budget for the extra kit or tools you might need to get your job done to the best of your abilities at home
- Annual allowance to spend on professional development
- Regular off-sites, where the whole company gets together
- A super welcoming, supportive, collaborative and transparent culture where the priority is to help shape your role to find the best balance between what we need as a business and your career progression plans.

**Who we are**:
Piclo’s mission is to decarbonise the grid. We develop software solutions that make