Position Description:

EnerNOC has an immediate need for a Support Analyst to staff our newly formed Service Desks in both Boston and San Francisco. As part of the Network Operations Center, the Support Analyst will be responsible for providing a wide range of support services to our 3000+ internal and external customers across 2000+ customer sites throughout North America. Excellent customer service skills, efficiency, and attention to detail are all necessary ingredients for success.

The mission of the Network Operation Center is to provide capacity to the grid by reducing customers’ electricity consumption on an emergency basis. We execute this mission by maintaining network stability, auditing the preparedness of our end-use customers, defining and validating protocols with rigorous testing, and then executing those protocols flawlessly when called.

During Demand Response events, our commercial and industrial power providers rely on us to notify them immediately, to monitor and support their load curtailment activities, and in many cases to remotely control their equipment and power generation during potential blackout situations.

In order to provide Demand Response capability, we meter energy demand at every site and, at many sites, we have the ability to remotely reduce our customers’ energy consumption. A robust and highly available network, therefore, is the foundation of our business and it is critical for this network to be operational at all times.

The Service Desk will be responsible for:

• Conducting Acceptance Tests with every new site
• Providing phone support to all internal and external customers
• Executing Demand Response events
• Troubleshooting, resolving and/or escalating connectivity, metering, and data quality issues

Key Responsibilities:

The Support Analyst will perform 2 primary functions:

1. Provide exceptional service to internal and external customers

• Provide access to and support for PowerTrak, our Demand Response and Energy Management software.
• Take internal/external customer service calls, record and resolve issues or properly escalating/routing issues for resolution.
• Identify opportunities for process improvements that enhance our ability to serve customers and increase customer satisfaction.
• Conduct acceptance tests of customer installations, including site configurations, notification audits, and remote power curtailments.

2. Execute Demand Response events

• Learn Demand Response protocols and program rules.
• Participate in Demand Response event training and simulations.
• Notify and coach customers, and remotely control customer assets during Demand Response events.

Further, the ideal candidate will find ways to increase operational efficiency by inventing ways to streamline operations and communicating ideas to the operations and engineering teams. The Support Analyst will become an expert in EnerNOC’s core operational processes.

Required Qualifications/Skills/Education:

• Bachelor’s degree
• Excellent computer skills, including Windows XP, Microsoft Word and Excel
• Desire to learn new technologies
• Desire to develop expertise in Demand Response and Energy Management
• Ability to manage high-stress situations calmly and effectively
• Excellent oral and written communications skills
• Excellent problem-solving and organizational skills
• Self-motivation and the ability to work in a fast paced, forward moving environment
• Must be courteous, patient, accurate, efficient, effective, and innovative
• Must be able to work in a team environment

Desired Skills/Qualifications:

• Experience with energy management, power generation, and related technologies
• ITIL, Help Desk Institute, or other similar certification