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Technical Support Specialist

Who we are:  EnergyCAP, Inc. (ECI) is an award-winning software company focused on helping our employees to develop their talents, achieve their goals, enjoy their work, and maintain work/life balance. Situated in Happy Valley near The Pennsylvania State University, we offer one of the best benefits packages in the area, including 100% paid family medical, dental, and vision insurance; 25 paid days off per year; retirement plan with employer match; professional coaching; and more. Our core values are: product leadership, operational excellence, customer intimacy, and good stewardship. We are a Strengths-based workplace. 

We’re looking for a Technical Support Specialist to help our clients use our software successfully, who:

Will be this type of person:

  • Engaging and enthusiastic personality 
  • Organized, logical, and methodical when executing work assignments 
  • Focused on problem-solving and results
  • Practical and resourceful thinker 
  • Compassionate, sympathetic, and tolerant  
  • Values the opportunity to lead others to success 
  • Broad-thinker who can improvise for effective solutions 
  • Assertive and independent worker 
  • Excellent written and verbal communicator with technical and non-technical audiences
  • Strong social skills with focus on diplomacy
  • Collaborative team member who is open to feedback 
  • Holds an associate’s degree or equivalent in technical support field 
  • Has a minimum of 3 years’ experience in technical support 
  • Strong knowledge of SQL/T-SQL Server
  • Experience with ticket management and monitoring software (preferred)
  • Experience with issue and project tracking software (preferred)
  • Understanding of the energy management industry (preferred)
  • Understanding of business approaches that align development with customer needs and company goals (preferred)
  • Working knowledge of IIS programming, web development, and Crystal Reports (preferred)

Will achieve these outcomes:

  • Respond to client requests within the Service Level Agreement (4 hours)
  • Give thorough first responses 
  • Help clients gain the knowledge they need to be self-sufficient
  • Help the company maintain clients/contracts through helpful support
  • Continue to learn the workings of the software to better support clients

Will do these types of things:

  • Provide technical support via email, internet, and telephone for multiple versions of our software
  • Answer user inquiries regarding computer/server software or hardware
  • Maintain records of daily data communication transactions, problems, and remedial actions taken or of installation activities

Details: This full-time position reports to the Assistant Vice President, Customer Service, is based in State College, PA, and is not expected to travel, but may be asked if the occasion warrants.

 

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