Position SummaryOur business was founded on the principle of saying "yes" to our customers - and we excel at it. By combining industry-leading tools with exceptional customer care, our data products are experiencing significant growth. We are now seeking a Customer Support & Market Data Specialist II to help us sustain and support that momentum.
In this critical, front-line role, you will ensure that we live up to our brand promises: delivering prompt, friendly, and smart support while fostering collaborative partnerships. You will serve as a key member of the Customer Support team, addressing technical inquiries and application usage questions to provide a seamless user experience.
The ideal candidate possesses a foundational understanding of our products and the ability to navigate databases to troubleshoot issues, communicate enhancement requests, and resolve technical challenges efficiently. You will play a vital role in maintaining customer relationships, ensuring satisfaction, and helping users optimize their application usage.
Additionally, you will be responsible for documenting all interactions within our help desk ticketing system. Please note that this position requires participation in an on-call rotation schedule, for which additional compensation is provided.
Position Details- Salary range: $75,000 - $90,000
- Location: Yes Energy Core Office (Boulder, Glendora, Chicago, Boston or Richmond) or Remote
- Full-time
- Reporting to: Customer Support Manager
Primary Responsibilities- Act as a front-line expert for external users and internal teams, resolving complex technical issues and data inquiries.
- Consult with users to identify and implement the most efficient ways to use our tools for their specific needs.
- Utilize SQL and API products to troubleshoot issues and help customers navigate complex datasets.
- Educate users on key features and benefits, translating technical capabilities into business value.
- Collaborate with Product Management and Customer Success to escalate recurring issues and advocate for user-experience improvements.
- Document, track, and resolve inquiries within our CRM, ensuring all responses meet or exceed established Service Level Agreements.
- Maintain our reputation for high-quality support through proactive communication and reliable technical expertise.
- Drive team skill development through skill sharing and ticket collaboration.
Minimum Qualifications- Minimum of 3 years in technical support, helpdesk, or technical sales roles.
- Experience managing workflows within CRM software such as Freshdesk, Jira, or Salesforce.
- Proven ability to translate complex technical information into concise, accessible solutions for customers.
- Comfortable delivering solutions via phone, email, and formal presentations.
- Proficient in using SQL as a primary tool for data investigation and troubleshooting.
- A curious mindset with a drive to master complex concepts and resolve sophisticated technical issues.
- A passion for exceptional service and a commitment to understanding the "why" behind customer needs.
- A proactive mindset focused on identifying and eliminating inefficiencies through process optimization.
Preferred Qualifications- Experience in the energy industry or equities/commodities trading.
- Familiarity with Python, APIs, and data science/analysis.
- Proficiency in Oracle or Snowflake SQL environments.
- Experience with CRM platforms such as Freshdesk, Jira, or Salesforce.
- Prior experience with Yes Energy's product suite will significantly set you apart.
At Yes Energy, we value connecting directly with candidates. We kindly ask that third-party recruiters and agencies not submit resumes, as we are not open to external recruiting partnerships. 
