Role Description Join the Market Leader in Electric Power Data and Analytics Solutions. The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid daily. Our unique and innovative view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid running. It’s both challenging work and work with a purpose. Be a part of our successful, growing business during international transformation. Our business was founded on the principle of saying “yes” to our customers — and we excel at it. By combining industry-leading tools with exceptional customer care, our data products are experiencing significant growth. We are now seeking an Associate Support and Market Data Specialist to help us sustain and support that momentum. In this critical, front-line role, you will ensure that we live up to our brand promises: delivering prompt, friendly, and smart support while fostering collaborative partnerships. You will serve as a key member of the Customer Support team, addressing technical inquiries and application usage questions to provide a seamless user experience. The ideal candidate possesses a foundational understanding of our products and the ability to navigate databases to troubleshoot issues, communicate enhancement requests, and resolve technical challenges efficiently. You will play a vital role in maintaining customer relationships, ensuring satisfaction, and helping users optimize their application usage. Additionally, you will be responsible for documenting all interactions within our help desk ticketing system. Please note that this position requires participation in an on-call rotation schedule, for which additional compensation is provided. Position Details - Salary range: $65,000 - $78,000 - Location: Yes Energy Core Office (Boulder, Glendora, Chicago, Boston or Richmond) or Remote - Full-time - Reporting to: Customer Support Manager Primary Responsibilities - Act as a front-line expert for external users and internal teams, resolving complex technical issues and data inquiries. - Consult with users to identify and implement the most efficient ways to use our tools for their specific needs. - Utilize SQL and API products to troubleshoot issues and help customers navigate complex datasets. - Educate users on key features and benefits, translating technical capabilities into business value. - Collaborate with Product Management and Customer Success to escalate recurring issues and advocate for user-experience improvements. - Document, track, and resolve inquiries within our CRM, ensuring all responses meet or exceed established Service Level Agreements. - Maintain our reputation for high-quality support through proactive communication and reliable technical expertise. Minimum Qualifications - Minimum of 2 years in technical support, helpdesk, or technical sales roles. - Experience managing workflows within CRM software such as Freshdesk, Jira, or Salesforce. - Proven ability to translate complex technical information into concise, accessible solutions for customers. - Comfortable delivering solutions via phone, email, and formal presentations. - A working knowledge of SQL as a tool for data investigation and troubleshooting. - A curious mindset with a drive to master complex concepts and resolve sophisticated technical issues. - A passion for exceptional service and a commitment to understanding the "why" behind customer needs. Preferred Qualifications - Experience in the energy industry or equities/commodities trading. - Familiarity with Python, APIs, and data science/analysis. - Proficiency in Oracle or Snowflake SQL environments. - Experience with CRM platforms such as Freshdesk, Jira, or Salesforce. - Prior experience with Yes Energy’s product suite will significantly set you apart. Compensation and Benefits - Highly competitive salaries and real bonuses that are achievable and that you can impact. - Very competitive benefits package, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. - Encouragement and funding for investment in both formal and informal professional development.

• You’ll work closely with our customers to identify, investigate, escalate and advise them on their questions and concerns. • Your interactions with our customers directly impact their ability to run their teams efficiently. • You’ll work closely with our global support team to efficiently identify, solve, escalate and advise our customers on their questions and concerns.

• Provide excellent customer service through phone, email, chat, and social channels • Assist customers with order inquiries, returns, billing questions, and product information • Accurately enter customer and order information into internal systems • Resolve customer concerns professionally and escalate issues when necessary • Maintain records of customer interactions and actions taken • Identify opportunities to improve customer satisfaction and support sales initiatives • Collaborate with team members and supervisors to ensure smooth operations

• Act as the primary point of contact and reach out to customers when a tracker triggers an alarm, always with calm, empathy, and clarity. • Handle requests via phone, chat, or email, offering practical, customer-focused solutions. • Accurately record and document each interaction, ensuring information is complete for the next agent.