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GridX, Inc. · 1 month ago

Technical Support Manager (Billing) - Remote US, EST or CST

United States

Full-time

Remote

Mid, Senior Level

$70K/yr - $90K/yr

5+ years exp

GridX, Inc. is focused on creating a clean energy future through analytics solutions for utilities and energy technology providers. The Technical Support Manager will lead operations and support for billing implementations, ensuring customer satisfaction and effective communication across teams.

Big DataClean EnergyCloud InfrastructureCloud ManagementConsultingEnergySoftware

No H1B

Responsibilities

Maintain billing operations and related customer support request, ensuring smooth functioning of billing solution tool

Lead cross-functional process improvement initiatives/projects that improve billing accuracy by streamlining data collection and timeliness which improves customer satisfaction

Interact with clients directly as requested ensuring GridX meets SLA’s: responding to complex technical issues or support requests, assisting with billing issues, reporting, and API troubles shooting

Conduct root cause analysis for recurring issues and implement preventative measures

Work with the Customer Success team to determine the best metrics to track for each assigned account or set of accounts

Analyze production issues, identify business and system impacts, prioritize and quantify issues for clients and internal teams

Understand GridX products on a technical level and utilize resources within the organization to best support inquiries related to specific product issues

Analysis and documentation of energy related use cases, acceptance criteria and other testing related methods

Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools

Assist DevOps team in troubleshooting and resolving daily workflow failures

Improve operational processes and best practices to enhance efficiency and effectiveness

Assist customers, onboarding team, or customer success with software setup and product information, including customer success software, CRM, customer service software, and any other monitoring tools the company uses

Maintain a customer account overview and monitoring metrics associated with customer satisfaction, customer goals, and business needs

Qualification

Billing OperationsEnergy Sector ExperienceAnalytical SkillsIT&C KnowledgeCommunication SkillsOrganizational SkillsConsulting ExperienceCloud TechnologiesStart-up ExperienceEnergy Efficiency KnowledgeInterest in Clean Energy

Required

Minimum 5 years of experience in Customer Success or Customer Support with proven Billing Operations capabilities

Experience in the energy/utility space required

Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive customer success and contribute to the efforts of the entire team

Excellent communication skills, with the ability to present reporting and complex data findings in a clear and concise manner

Strong organizational and time management skills, with the ability to work on multiple projects and priorities simultaneously

Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments

Ability to work across time zones and with offshore teams in a dynamic start-up setting