Technical Support Supervisor

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.

Founded in 2003, GridPoint’s 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 of all types and sizes use energy, GridPoint unlocks the decarbonization, sustainability, and grid resiliency needed for a cleaner, more efficient tomorrow. GridPoint’s network of commercial buildings spans across Fortune 500 enterprises, utilities, government organizations, and small businesses.

GridPoint minimizes energy waste across 20,000+ buildings. To-date they have saved customers over $440M in energy costs, reduced over 5.7B kWh, and eliminated over 5.3B lbs of CO2e.

What Makes Us Different

• Hardware enabled SaaS platform that is expandable to manage both traditional building assets (e.g., HVAC, Lighting, Refrigeration) and the future of additional grid-interactive assets (i.e., energy storage, EV charging).
• Serves “both sides of the meter” benefiting both customers in the building and grid participants.
• Advanced Analytics and Intelligence with data driven approach to manage savings and proactively monitor the health of assets.
• Ability to manage multiple distributed energy resources for market participation (e.g., battery storage, generation, HVAC).
• Focused on multiple industry market needs with a specific focus on mid-market commercial buildings and under-served SMBs.
• Ability to execute at the majority of unaddressed buildings (i.e., 90% of commercial buildings).
• $0 upfront cost subscription model that accelerates adoption.

Role & Responsibilities Overview

We are seeking an experienced and dynamic Technical Support Supervisor to lead a team of Technical Support Representatives in a 24 x 7 x 365 contact center dedicated to handling building automation support contacts (voice, email, service tickets). The ideal candidate will have a strong background in both people leadership, customer satisfaction and troubleshooting building automation systems (BAS) related hardware, HVAC, electrical and software. This role requires a combination of technical expertise, excellent communication skills, the ability to provide outstanding customer service and is an effective leader who can drive the GridPoint culture while developing our highly talented team.

In your day to day role as a Technical Support Supervisor, you will be responsible for the employee and customer experience and will be expected to hold experts accountable when needed. You will be responsible to deliver and enforce the GridPoint technical support policies, procedures and overall delivery of support to our customers and service technicians. You will also ensure that all experts on your team are provided with real time feedback, understand their expectations, and are efficient with their work.

Key Responsibilities

• Team Leadership:
• Lead a team of Technical Support Experts responsible for handling technical support calls related to building automation systems
• Complete weekly team meetings with your Technical Support Experts
• Provide ongoing training, coaching, and mentorship to the team members to enhance their technical knowledge and customer service skills
• Conduct regular performance evaluations and establish development plans with the team to drive improvement
• Technical Support:
• Oversee the resolution of complex technical issues related to BAS hardware and software through effective troubleshooting
• Collaborate with internal technical teams to ensure timely and accurate solutions to customer inquiries
• Stay updated on industry trends and advancements to continuously improve technical support capabilities
• Customer Interaction:
• Manage escalated customer issues and ensure timely resolution and follow up
• Maintain a high level of customer satisfaction by achieving defined KPI’s such as SLA, QA, Customer Satisfaction
• Documentation of each customer interaction
• Works with our customers and service technicians working at our customer locations
• Process Improvement:
• Identify areas for process improvement to increase the overall customer satisfaction we deliver to our customers
• Support the implementation of strategies to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams to develop and implement best practices for technical support processes

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience
• Proven experience in a customer/technical support supervisor or team lead role, preferably in a technical support contact center environment
• Understanding of contact center KPI’s and how to manage attainment of targets
• Demonstrated ability to lead by influence – previous experience leading contact center outsourced centers preferred
• Experience in a B2B environment, dealing with customers and technicians
• A SME in trouble shooting and technical support procedures. GridPoint, building automation or HVAC knowledge is preferred
• Strong troubleshooting skills and the ability to analyze and solve complex technical issues
• Excellent leadership and team management abilities
• Exceptional communication and interpersonal skills
• Familiarity with customer relationship management (CRM) tools and call center software, MS Office Previous contact center knowledge with experience in scheduling, interviewing, performance development, quality assurance and training programs

Personal Characteristics

• Team player.
• Hands on, roll up your sleeve’s mentality.
• Thrives in a fast paced, high change environment.
• Ability to motivate peers and team members.
• Strong curiosity in solving problems and finding solutions and can engage all stakeholders.
• Flexible work schedule.
• Leadership Traits and Qualities.
• Team Builder.
• Passion for coaching and developing people.
• Strong communication skills – written and verbal.
• Driven.