.We're at a turning point in history. Climate change is changing the world faster than ever before. Utilities will play a crucial role in the transformation of our society to fight climate change and become carbon-neutral, while at the same time making sure people and businesses can continue to use energy supply like they've been used to for so many years. At Gorilla, we're determined to not stay aside, but to make a real impact on the utility industry by providing data services that allow utilities to play the role they need to play in the quest for a net-zero society. By building something that solves a real problem, and by being the best at what we do.Your role You are part of the customer success team and engage yourself to service our customers. Customer happiness is your main goal. You have a feel for technology and get excited by complex challenges. Your communication skills are celebrated. Your main strategy to resolve incidents is diplomacy. You create and maintain excellent standard procedures, meticulous documentation and proper recording of all issues, so you can guarantee SLAs. You're willing to participate in an on-call schedule for P1 issues after business hours. In our fast-growing environment, you will always be looking to improve and adapt to the best way of working.Your responsibilities You are responsible for keeping our customers happy after go-live by understanding their solution, the value our product creates for them and their challenges. A main responsibility in that is to make sure all support SLAs are met. You make sure to have a complete overview of issues per client and resolutions underway. You support the Client Success team with reports of support performance. You are the key between Customer Success and Product Development.Gorilla is a startup that is surprisingly well organised for its size, mostly due to the business criticality of our work. As we receive daily benefits from personal development, we strongly encourage it. While we will push you to take responsibility for your growth, we will also give you time to grow.Requirements You have experience in customer support at a software company.Your English skills are impeccable; other languages are a plus.Strong communication skills are a must-have.You value empathy and the ability to build relationships highly.Industry knowledge of the utility industry is a big plus; a passion for data can help if you miss this.You know what a developer needs to quickly analyse and debug an issue, and are excellent at debugging yourself in terms of understanding where the actual issue lies (user mistake, misunderstanding, data, product, configuration).You are a quick learner and can easily digest new information (product & country pack features, project details).You are punctual and organised; you have a keen eye fordetails.Experience with Atlassian tooling, like JIRA and Confluence, is a plus.You're an expert in prioritising and efficient task management