Support & Service Enablement Specialist

About the role

GridPoint is a technology leader focused on accelerating the transition to a sustainable future through intelligent energy networks. The Support & Service Enablement Specialist (QA) evaluates the performance of GridPoint's support and service organizations, focusing on interactions with customers through various channels.

Essential Duties & Responsibilities

• Evaluate the quality of interactions between GridPoint and its customers via phone, email, FMS, and SMS.
• Assess the technical accuracy, customer experience, and adherence to company policies and processes during these interactions.
• Monitor and coordinate technician dispatches related to the creation of Statements of Work.
• Assist in creating and implementing quality processes for the support team and making recommendations for training material enhancements.
• Participate in call calibration sessions and handle live customer interactions to stay updated with support processes, systems, and GridPoint products.
• Develop, maintain, and improve QA scorecards, evaluation rubrics, and quality benchmarks to align with evolving support standards.
• Track, report, and present quality scores, trends, and performance metrics regularly.
• Conduct root cause analysis on quality failures and recurring errors, working with supervisors to implement corrective action plans.
• Maintain documentation of QA processes, evaluation guidelines, and calibration outcomes to ensure consistency and repeatability.
• Partner with cross-functional teams such as Training, Product, and Operations to share quality insights and drive process improvements and product feedback loops.
• Assist in training facilitation as needed.

Qualifications

• A high school diploma is required; a college degree is preferred.
• At least two years of technical customer support experience, preferably in a contact center setting, supporting customers and technicians via multiple channels (phone, email, chat, SMS).
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Experience facilitating training and/or group presentations.
• Familiarity with customer support software and tools, especially Salesforce, Microsoft365 suite, and AWS products.
• One year of experience in a QA, quality assurance, or quality monitoring role within a contact center or customer support environment is preferred.
• Experience with GridPoint technical support or the ability to quickly learn and understand troubleshooting best practices with GridPoint equipment is preferred.

Hourly Pay Rate

$21.00 to $23.00