Note: The job is a remote job and is open to candidates in USA. PowerSecure, Inc. is seeking an Interactive Distributive Generation (IDG) Operator I to join their Customer Support team. The role involves monitoring system alarms, communicating with customers about power outages, and managing Microgrid operations in a 24/7 environment.
Responsibilities
- Develop comprehensive understanding of applications and stay informed of production changes that could affect functionality and procedure
- Create, save and share PDF, MS Word, and MS Excel documents
- Ability to understand and immediately respond to phone, chat and email communications and log information accurately
- Monitor all system alarms, create service tickets and inform customers of actions
- Promptly communicate power outages to utility companies on behalf of our customers
- Monitor all Microgrid fuel and DEF levels, place orders with fuel suppliers proactively, confirm receipt of orders, follow up and accurately log delivery information for each order
- Remotely test Microgrids at precise times in the specified manner, accurately communicate test results to customers, promptly create service tickets for any issues noted
- Evening, night, weekend and holiday shifts required in our 24/7/365 monitoring environment
- Create and review monthly summary reports for assigned customers for accuracy and deliver on time
- Schedule Microgrids for load management operations to start and stop at exact and precise times across all time zones
- Work with our Service Department to dispatch technicians for emergencies
- Handle ad hoc requests and take on new procedures as required
- Assure all tasks and logging actions are complete before ending shift to assure smooth transition at shift change
Skills
- Ability to work a rotating shift which includes 1st shift, 2nd shift, 3rd shift, weekends and holidays in a 24/7/365 environment
- Must be proficient in working with MS Excel, MS Word and PDF tools and ability to learn new systems and technology quickly
- High school diploma/GED required
- Ability to work independently in an intense and dynamic work environment and as a team player
- Excellent oral and written communication skills including phone etiquette and customer service skills
- Superior attention to detail, accuracy of work, and ability to multitask in a fast paced environment
- Ability to quickly analyze data and execute appropriate response according to procedure
- Accurately log detailed information and retrieve data as required
- Reliable internet connection and phone service for remote work-from-home shifts
- Quickly develop understanding of our proprietary PowerControl Monitoring Platform software used for most job responsibilities
- Associate Degree or higher preferred
- Experience working on an operations style team with customer interface is an asset
- Preferred candidate would be within travel distance of our Durham location to work from that office as needed
Company Overview