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Job Description


 Company profile: 

AutoGrid builds software applications that enable a smarter Energy Internet. The company’s suite of Energy Internet applications allows utilities, electricity retailers, renewable energy project developers and energy service providers to deliver cheap, clean & reliable energy by managing networked distributed energy resources (DERs) in real time and at scale. AutoGrid applications are all built on the AutoGrid Energy Internet Platform (EIP), with patented Predictive Controls™ technology that leverages petabytes of smart meter, sensor & third-party data, along with powerful data science & high-performance computing algorithms, to monitor, predict, optimize and control the operations of millions of assets connected across global energy networks.

 Company Address:  

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 Job Description: 

Job Title / Designation: Customer Support Lead

 

Job Description:

  • Provide first line support / first level triage for customer requests & issues. Ensure that every service request is triaged, tracked, addressed, and resolved, and that customers are kept updated throughout the process with uncompromising responsiveness.
  • Apply first level troubleshooting and, as required, assign technical issues across the AutoGrid team including Professional Services, Product Management, Data Science, Engineering, and other groups.
  • Be responsible for exceeding AutoGrid service level agreement (SLA) commitments to response time and follow-up. 
  • Take ownership of AutoGrid’s online customer service desk and implement any other appropriate tools to streamline 100% support coverage of all AutoGrid customers.
  • Lead regular customer conference calls to review open items and ensure that customer concerns are being documented and escalated as appropriate.
  • Upon completion of project deliverables and successful “go-live,” facilitate seamless hand-off from AutoGrid Project Management to ongoing customer support.
  • When necessary, implement and direct a “hyper-care” period in which customers receive elevated monitoring and support.
  • Develop and maintain measurable customer satisfaction metrics and provide weekly reports to AutoGrid management on customer status and trends.
  • Instill a culture of customer success in which every customer interaction is an opportunity to solve problems and strengthen the customer’s relationship with AutoGrid.

 

Key Experience & Skills of the Candidate:

  • Passion for customer success: driven to exceed client expectations and deliver on commitments
  • 5-8 years of professional services experience in enterprise software, preferably related to the electric utility industry
  • Utmost professionalism and interpersonal skills
  • Impeccable verbal and written communication abilities
  • Meticulous organization and strong multi-tasking abilities
  • Understanding of demand side management including demand response and distributed energy resources
  • Experience working with cross-site (US/APAC/Europe/ India) teams & customers
  • Able to cope with and thrive in fast paced, dynamic work environment with evolving requirements
  • Self-driven, motivated and confident with personable approach. Ability to stand ground in discussions and raise questions
  • Willingness to travel internationally for a few weeks or months if needed
  • Ability to understand customer systems / environments in short period of time
  • A passion to learn, deliver new solutions to the market and have a big impact

Nice to Have Skills:

  • Master’s degree
  • Working knowledge of relational databases (SQL)
  • Experience with debugging and troubleshooting software
  • Proven experience working in a dynamic startup environment will be a plus

Minimum/Maximum Work Experience Required: 5-8 years

 

     Annual CTC: Rs 8-12 Lakhs (based on skills, education, experience and past CTC)

 

Benefits and Perks:

  • Collaborative, close-knit, informal & open environment with a strong leadership team
  • Opportunity to be working with a really smart and fun group of people on solving BIG problems in CUTTING-EDGE technology domains for a HUGE EMERGING global industry
  • Premium office on Outer Ring Road in Tier 1 (Embassy) Tech Park with good connectivity
  • Competitive salary, medical & accident insurance coverage, free home broadband
  • Choice of office/home computer: Mac OS X (preferred) else Ubuntu Linux / Windows
  • High quality company-funded breakfast & lunch… everyday
  • Flexibility in working hours

 

Location(s) of Job: Bengaluru, INDIA (re-location to other offices on need & if agreed)

 

Minimum Education Requirements: B.Tech/BE/BS or Masters in Computer Science or equivalent degree (Electrical/Electronics/etc. Eng).

No of rounds of Interviews: Two (India, US). Would be ~2 interviews with each location. There will also be a written skills examination that will be given at applicant residence – shall require use of PC/laptop with Internet access at residence.

 

Work Timings: 8:30am-4:30pm, flexible wrt timings and WFH on need, customer/cross-site collaboration calls as per business needs

 

Travel & Allowance: On business need a week to few months’ travel to other AutoGrid offices and client locations. All travel-related costs and incidentals covered as per policy.

 

Languages: English (fluency)

 

Relocation & Reimbursement: Yes, where non-Bangalore candidates are selected

 

Any other skill set: NA

 

 

  •  Number of Vacancies:  2
     No of rounds of Interviews:  2
     Travel & Allowance:  On business need a week to few months’ travel to other AutoGrid offices and client locations. All travel-related costs and incidentals covered as per policy.
  •  Languages:  English (fluency)
     Annual CTC:  Rs 8-12 Lakhs (based on skills, education, experience and past CTC)
     Work Timings:  8:30am-4:30pm, flexible wrt timings and WFH on need, customer/cross-site collaboration calls as per business needs

 Any other skill set: 


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