Analyst, Technical Support I (Temporary Position)

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work. Great Place to Work is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Overview of Role/Job Purpose:

We are currently seeking a customer-centric, energetic, and technical individual to join our Electronic Data Interchange (EDI) Team, in a temporary position.

The Technical Support Analyst (TSA) is responsible for supporting our EDI clients, billing system clients, internal team, and operations of transactions.

The EDI Technical Support Analyst (TSA) I assists clients with general inquiries related to VXexchange that do not require changes to source code or in-depth knowledge of the database. This role is focused on delivering exceptional client experience through effective training, timely support, operations, and issue resolution.

Essential Job Duties:

• Analyze tickets submitted by the Operations team to gather relevant information and resolve reported issues.
• Respond to client inquiries via email and phone, providing support for the VXexchange product.
• Research and resolve issues using the Knowledge Base, advanced troubleshooting skills, team collaboration, or by recreating the issue within VXexchange.
• Perform thorough troubleshooting and root cause analysis of reported problems.
• Notify the Client Success Manager and Technical Support Manager regarding ticket priority and any critical deadlines.
• Collaborate with team members to determine if the inquiry involves an enhancement request or a defect in the existing codebase.
• Provide guidance to team members on ticket handling and testing to ensure accuracy and consistency.
• Escalate complex or non-standard issues to the appropriate support level or team.
• Participate in all departmental meetings.
• Adhere to company policies, procedures, and guidelines related to the protection of company and client information.
• Promptly report any actual or suspected security incidents or policy violations to management.
• Perform other duties as assigned.

Required Skills/Qualifications:

• BA or BS in Information Technology, Computer Science, or related discipline; Equivalent specialized work experience of 2 years may be considered in lieu of 4-year degree
• Experience in regulated and/or deregulated energy industry a plus
• Experience with EDI transactions (814,810,867,820,824,997 and other transaction types)
• Experience in MS SQL, VB.net., and .Net development a plus
• Customer relationship experience
• Strong interpersonal, communication, and problem-solving skills
• Excellent attention to detail
• Ability to communicate both verbally, in writing and can explain technical terminology to a non-technical user
• High energy, driven individual with the ability to collaborate in a team/cooperative environment as well as exercise independent judgment and initiative

What VertexOne has to offer

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About VertexOne

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer: VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.