Technical Support Engineer - Intern Silver Spring Networks
Come join us and change the world?s relationship with energy, forever. Be a part of a passionate, collaborative and innovative culture at Silver Spring.
We are creating the Smart Grid, providing key transformational products and solutions to utilities and to consumers bringing efficiency and visibility into the distribution and consumption of energy ? ultimately educating and promoting intelligent energy consumption while realizing greater energy conservation. Come make an impact and build a better tomorrow for us and generations to come.
Welcome to the Customer Support Team!
You will be part of a small but growing team and working with Technical Support Engineers to learn the ins and outs of Customer Support. With the oversight of the team, you will assist in supporting Silver Spring?s customers, to execute high-level customer service. , Depending on the complexity of the issues that may arrive, interns will have an opportunity to take on their own cases.
Current support hours are Day Shift 9:00 AM - 6:00 PM PST ?
Partnering with Customer Support staff based in Redwood City, below are a list of essential functions of the opportunity:
Provide e-mail, web-based, and telephone technical support to our utility company customers
Own support cases from start to finish, consulting others as necessary
Log and document all issues in the issue tracking system (Remedy/Jira), updating cases as needed until resolved. Depending on the complexity of the issue, the intern may have a chance to own a case from start to finish.
Prepare metrics packages and Status Updates for Customer Review Sessions
Document regular updates for customer as needed until case is resolved
Manage case load to meet defined service levels
Create Knowledge Base Articles
Proactively monitor each customer instance of our application to look for issues
Ability to write SQL select queries
Scripting experience (Shell, Python, Perl, Ruby, or the like)
Experience with SOAP / Web Services
Experience with RF networking
Ability to work independently
Resourceful and ability to work in complex or ambiguous situations
Comfortable in a fast-paced environment
Very strong problem-solving skills
Familiarity with Windows and browsers
Working knowledge of Linux/Unix
Familiarity with CRM or Helpdesk case management systems
Prior experience with client/server applications and relational databases
Basic understanding of networking and IP
Excellent people skills and customer service orientation
Strong organizational skills (punctuality and timeliness a must)
Ability to multi-task and to prioritize daily workload
Attention to detail, follow-through
Course of Study:
Computer Science or Engineering focus preferable
San Antonio, Texas, United States
||San Antonio, TX |
We are a highly innovative, committed team, collaborating to make a difference in the world. Our rapid growth, passion and high energy create a somewhat chaotic and intense environment, yet we are very focused on our customers and meeting our commitments. We are smart, creative and hard-working, and believe the work we do and the people we work with are fun. Silver Spring Networks had their IPO in March of 2013 and we are not looking back.
Investors: Foundation Capital All Jobs: at Silver Spring Networks
|Headquarters:||555 Broadway Street|
Redwood City, CA 94063
|Industry:||Cleantech / Energy|
|Company Profile:||With more than ten years of experience, Silver Spring Networks is the leader in networking technologies that modernize today's power grid. We have delivered more than 16.5 million Silver Spring-enabled devices, which our utility partners rely on, in concert with our software and services, to improve energy management and efficiency. Silver Spring securely connects consumers and utility providers through powerful and proven energy networks that can be easily expanded as needs evolve.
Our open, standards-based networking solutions enable all energy devices, from in-home energy devices to smart meters to load control devices, to connect together to deliver the highest performance possible. By connecting homes and businesses directly with their local utility, we help everyone manage and integrate renewable energy sources better, bringing greater energy efficiency to the planet and our world - brilliantly.
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