Client Technical Solutions Coordinator

Overview

Coordinate reporting & ops support for client technical solutions and customer care

Key Responsibilities

• data analysis
• dashboard management
• metrics reporting
• process improvement
• stakeholder reporting
• team collaboration

Tasks

-Analyze trends in customer support tickets and technical issues to help identify patterns and areas for process improvement. -Cross-Functional Collaboration: You will act as a vital communication bridge between the Client Technical Solutions, Customer Care, and Account Management teams, facilitating the flow of information and ensuring all teams are aligned on performance metrics. -Attention to Detail: You will ensure a high level of accuracy in all data tracking and reporting, providing reliable information that the teams can use to make informed decisions. -Process Improvement: By monitoring operational data, you will help identify inefficiencies or opportunities for improvement and support the implementation of more effective processes. -Prepare and distribute regular performance summaries to stakeholders, highlighting key operational data. -Assist in documenting reporting processes and team procedures to ensure consistency and clarity. -Operational Reporting & Coordination: You will be responsible for tracking and reporting on key metrics such as Service Level Agreements (SLAs), Customer Satisfaction (CSAT), ticket volumes, and resolution times. Your work will provide the data foundation for our support operations. -Gather and synthesize data from multiple sources to provide clear and concise updates on team performance and key metrics. -Serve as a key point of contact for data and reporting requests, collaborating closely with leadership from both teams to meet their needs. -Create, manage, and maintain key operational reports and dashboards for the Client Technical Solutions and Customer Care teams using Excel and Google Sheets.

Requirements

• zendesk
• jira
• excel
• saas
• 1-2 yrs
• communication

What You Bring

-Strong alignment and passion for the Uplight values and mission. -Excellent organizational skills with the ability to manage and prioritize multiple tasks and projects effectively. -Exceptional written and verbal communication skills, with the ability to convey information clearly and concisely. -Experience with Zendesk is strongly preferred. -Experience working in a SaaS (Software as a Service) company. -A collaborative, team-player mindset and outstanding interpersonal skills to work effectively across different teams. -Experience with Jira is strongly preferred. -A solution-oriented approach and the ability to adapt to changing team needs. -Advanced proficiency in Microsoft Excel and/or Google Sheets (e.g., pivot tables, complex formulas, functions, and charting). -1-2 years of experience in a coordinator, operations support, reporting, or similar role, preferably in a customer service or technology environment. -Strong analytical and problem-solving skills with an ability to interpret data and identify trends. -Clear Communication & Writing: Using your strong writing skills, you will summarize data and operational updates in clear, accessible formats. You will ensure that information is communicated effectively to both technical and non-technical team members.

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Benefits

-Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation. -Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally. -Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions recognized. Together, we can build a brighter tomorrow. -Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.

About Uplight

-Born in 2019 from the merger of Tendril and Simple Energy. -Powered by AI and data analytics, its platform steers utilities and consumers to conserve energy, shift loads, adopt efficient rates, and tap distributed assets like solar and EVs. -Typical projects span virtual power plants, demand-response orchestration, rate engagement campaigns, energy efficiency marketplaces, and EV charging optimization. -Their platform integrates customer engagement, DER management, demand management, and asset optimization into a single scalable SaaS-based system. -Unusual for a tech startup, Uplight is a certified B-Corp and remains privately held while steering the clean-energy transition at grid scale.

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