Technical Support Expert

GridPoint is a rapidly growing, private equity-backed technology leader with a mission focused on accelerating the world’s transition to a sustainable future by creating an intelligent energy network of grid-interactive buildings. As pioneers in the smart grid, GridPoint has been innovating since 2003 to make buildings smarter, more efficient, more resilient, and more sustainable. The platform is hard at work across thousands of buildings delivering energy, operational, and resiliency benefits. Networked together, GridPoint intelligent buildings provide the reliable, precise, and instantaneous capacity utilities and grid operators increasingly require. By transforming the way commercial businesses use energy, GridPoint unlocks the decarbonization, sustainability, and grid resiliency needed for a cleaner, more efficient tomorrow.

GridPoint’s network of commercial buildings spans Fortune 500 enterprises, utilities, government organizations, and small businesses. The company minimizes energy waste across 20,000+ buildings, having saved customers over $440M in energy costs, reduced over 5.7B kWh, and eliminated over 5.3B lbs of CO₂e.

About the role

GridPoint’s hardware-enabled SaaS platform is expandable to manage both traditional building assets (e.g., HVAC, lighting, refrigeration) and future grid-interactive assets (e.g., energy storage, EV charging). The platform serves “both sides of the meter,” benefiting building customers and grid participants through advanced analytics, data-driven savings, and proactive asset monitoring. It manages multiple distributed energy resources for market participation and focuses on mid-market commercial buildings and underserved SMBs, addressing 90% of unaddressed commercial buildings with a $0 upfront cost subscription model.

Responsibilities

• Handle incoming customer-facing calls with professionalism and courtesy, ensuring a great customer experience.
• Document all calls accurately and efficiently for reference and follow-up.
• Provide accurate information about products, processes, and troubleshoot technical issues effectively.
• Process and document work orders promptly to fully resolve customer issues and requests.
• Adhere to call flow procedures and call center guidelines.
• Meet or exceed established Key Performance Indicators (KPIs) to provide high-quality service delivery and customer satisfaction.
• Collaborate with other departments when needed to ensure timely and effective resolution of customer issues.
• Utilize provided tools and resources effectively to optimize performance.
• Actively participate in performance reviews and coaching sessions.
• Demonstrate a commitment to continuous improvement by seeking feedback and implementing best practices.

Requirements

• High School diploma or equivalent.
• Friendly and professional demeanor with excellent verbal communication skills.
• Strong written communication skills for documenting calls and correspondence.
• Proficiency with basic computer skills and ability to navigate through multiple programs.
• Expected to work in a distraction-free home office or designated workspace.
• Reliable high-speed internet.
• Demonstrate problem-solving and troubleshooting skills with attention to detail.

Pay

$19.00 per hour.