Client Services Specialist - Senior (US Citizens Only)

PCI Energy Solutions; Norman, Northern (OK, KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

PCI Energy Solutions, a global innovator in energy optimization, seeks a Senior Client Services Specialist in the US. You will administer hosted PCI applications, monitor health, and guide clients on our products. This role emphasizes customer excellence, issue triage, and knowledge sharing across teams.

As a senior member, you’ll mentor teammates, refine runbooks, and ensure timely resolutions. Remote-friendly with flexible hours, this position requires US citizenship and a proactive support

Qualifications

• 3–5 years of proven experience in a senior client-facing support role.
• Experience administering or supporting cloud-based enterprise applications.
• Comfort using monitoring and observability dashboards for triage and troubleshooting.
• Strong technical acumen and ability to translate issues for non-technical stakeholders.
• Excellent communication and interpersonal skills with clients and teams.

Responsibilities

• Administer the PCI application suite for hosted cloud clients, including setup, configuration and maintenance.
• Monitor system health and triage alerts, collaborating with teams for resolution.
• Serve as primary liaison for client inquiries, providing guidance on PCI products and services.
• Manage support tickets and calls, prioritizing and routing per severity and procedures.
• Resolve issues promptly, escalate complex cases, and coordinate follow-up to resolution.
• Mentor newer specialists on troubleshooting, escalation, and client communication.
• Identify improvements to support processes and runbooks to enhance client experience.
• Maintain detailed records of client interactions and platform issues in CRM/ticketing.
• Stay updated on PCI product updates and platform changes relevant to clients.
• Participate in rotating on-call coverage for after-hours support.

Skills

Senior client-facing support

Cloud-based apps

Monitoring dashboards

Technical acumen

Communication skills

Interpersonal skills

Problem-solving

Multitasking

Job description

PCI Energy Solutions, is a thriving global company where you can impact millions of lives every day. Our Software helps protect the environment and lowers utility bills by optimizing energy and utility company operations. We're hiring and growing in locations throughout the U.S. with our headquarters located in Norman, OK; We also have international offices in Peru and Mexico. We put a high value on work-life harmony by offering flexible working hours and remote work. You can work from home full-time or come into the office on a need basis.

Client Services Specialist - Senior (US Citizens Only)

A Senior Client Service Specialist operates within PCI's client support team, delivering exceptional customer service while also administering the PCI application suite for clients on our hosted, cloud-based platform. This role addresses client inquiries, resolves issues, and provides expert product guidance, using system monitoring tools to spot, investigate, and route emerging issues before they affect clients. As a senior member of the support team, this role helps ensure client needs are understood and met, and identifies opportunities to improve the overall client experience.

Responsibilities:

• Administer the PCI application suite for clients using our hosted (cloud-based) solution, performing account setup, configuration, and routine maintenance tasks within established procedures
• Monitor system and application health using monitoring and observability tools, owning initial triage and investigation of alerts and anomalies, and collaborating with other teams on issues that require deeper technical resolution
• Serve as the primary point of contact for client inquiries, concerns, and support requests, providing advanced guidance on PCI products and services to internal and external customers
• Monitor, triage, and manage support tickets and telephone calls from PCI clients, prioritizing and routing requests according to severity and established procedures
• Resolve client issues promptly, escalating complex or technical issues to other teams following defined escalation paths, and coordinating follow-up through to resolution
• Mentor newer Client Service Specialists on the team, sharing best practices for troubleshooting, escalation, and client communication
• Proactively identify opportunities to improve support processes and the client experience, including refining runbooks and standard operating procedures
• Maintain accurate and detailed records of client interactions, system issues, and feedback in the CRM and ticketing systems
• Stay current on industry trends, PCI product updates, and platform changes relevant to supporting clients effectively
• Participate in a shared, rotating on-call schedule alongside the broader support team, providing after-hours coverage as needed

Skills and Qualifications:

• 3-5 years of proven experience in a senior client-facing support role, such as client services or technical support
• Experience administering or supporting cloud-based (e.g., AWS) enterprise applications
• Comfort using monitoring and observability dashboards to support day-to-day triage and troubleshooting
• Strong technical acumen
• Exceptional communication skills, both verbal and written, with the ability to translate technical issues for non-technical stakeholders
• Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams
• Demonstrated problem-solving abilities and a proactive, structured approach to triaging and escalating client issues
• Excellent multitasking and time management skills, with the ability to prioritize in a fast-paced environment

Requirement:

• US Citizenship

PCI is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. PCI is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Company Website: https://www.pcienergysolutions.com/