About Pani 

Pani Energy is made up of a young team of highly motivated individuals who share a mutual passion for the environment. We have created a web-based platform which enables the operators of water treatment facilities to operate their plants more efficiently saving energy, consumables, water, and the environment. Our workplace environment fosters ingenuity and collaboration as we tackle challenging problems for the betterment of society.

Pani is part of the 2023 Global Cleantech 100 list of companies committed to acting on the climate crisis by focusing on the water industry, one of the largest industries in the world. We are accelerating that industry's transition to net zero carbon emissions, and we need driven, enthusiastic people who share this vision to help us succeed.

Position Description

You will play a pivotal role within Pani's Customer Success team, acting as a key component. Reporting to the Head of Customer Success, you will collaborate closely with our clients to empower them in deriving maximum value from our products. Your contribution will be instrumental in cultivating strong customer relationships for the company. Working in synergy with the Customer Success team, your responsibilities encompass offering comprehensive level 1 & 2 support to address incoming inquiries, concerns, and training needs of our customers. Concurrently, you will diligently monitor usage patterns and pinpoint opportunities for targeted training and improvement.

About You 

You have a passion for providing white glove customer service and making customers leave impressed. You enjoy the challenge of working on innovative projects with an equally talented group of co-workers who will both challenge and support you. You believe in lifelong learning and welcome the opportunity to constantly iterate and improve upon your skills. Fundamentally you want to use your talents and energy to better the world for others and contribute to the responsible management of global water and energy, and CO2 reduction.

What you bring to the team

• College diploma or University degree in any field
• 1+ Years Experience as a Customer Support Specialist or similar CS role providing white glove customer service virtually to customers
• Excellent communicator and highly organized
• Eager to be part of a fast-paced team
• Familiarity with SaaS products
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Proven multitasking skills
• Patience when handling tough cases

Responsibilities

• Responding to customer queries in a timely and accurate way, via phone, email or chat
• Identifying customer needs and helping customers use specific features
• Analyzing and reporting product malfunctions
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales, and Marketing teams

Nice to Have

• Experience working for a SaaS company with global customers
• Experience in the water industry, ideally in water/wastewater treatment
• Experience working for a SaaS startup
• Experience or interest in training customers