Apply on Employer Site

VertexOne · 10 hours ago

10398 - Technical Support Analyst I, VXretail

United States

Full-time

Remote

Entry, Mid Level

$62K/yr - $71K/yr

2+ years exp

VertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to enhancing customer service experiences. The Technical Support Analyst focuses on providing assistance and support for VXretail CIS, ensuring effective operations and resolving client issues in a timely manner.

GovTechInformation ServicesInformation TechnologySaaSSoftware

Growth Opportunities

Responsibilities

Demonstrate strong working knowledge of multiple deregulated electric and gas energy markets (ERCOT, PJM, NY, OH, etc.)

Analyze and validate transactions (814, 810, 867, 820, etc.) to ensure accurate enrollments, drops, billing, payments, usage, and other related processes across all markets. Experience working with EDI file formats and transaction flows is a plus

Must have strong working knowledge of deregulated energy billing methods, including UBR, URR, SCB/MBR, and Dual Billing, to accurately support client billing processes and issue resolution

Act as a key point of contact for client inquiries, providing excellent customer service and ensuring prompt responses to issues

Support both active production clients and new implementation clients through all stages of the client lifecycle, including onboarding, go-live, and post go-live (hypercare) periods

Receive and understand the client’s issue or inquiry, whether it comes through phone, email, or Jira Customer Portal and manage tickets to ensure efficient tracking and resolution of client issues

Communicate technical details in an understandable manner, offering best practice guidance for VXretail CIS utilization

Communicate resolutions or escalations to the client in a clear and supportive manner and follow up with any open tickets that need client assistance

Troubleshoot and resolve issues related to customer enrollment, switching, billing, transactions etc. in VXretail CIS

Perform system testing and validation to verify client reported issues before submission for further analysis

Escalate complex problems to Business Analyst and development teams when necessary and ensure timely resolution

Monitor and investigate system processes and transaction logs using Kibana to proactively identify errors, trends, and potential issues impacting client operations

Understands the basics of APIs and how they enable data exchange between systems; familiarity is a plus

Leverage prior knowledge of Commercial & Industrial (C&I) clients when applicable; while not mandatory, familiarity with C&I operations is considered a strong asset

Research and resolve inquiries by using Knowledge Base, enhanced troubleshooting skills, partnering with team members, or by recreating the issue in VXretail CIS

If SQL knowledge: write and execute SQL queries to diagnose and resolve data discrepancies

Stay informed on market rules and regulatory changes affecting VXretail CIS

Partner with team members to determine if the inquiry is related to an enhancement or problem within the existing code

Notify Client Success Manager and Operations Manager of the priority level of the ticket and if there is a critical due date

Report open tickets and resolutions to the Client Success Manager on a daily basis

Escalate enhancement requests to the Client Success Manager

Qualification

Deregulated energy marketsTroubleshooting skillsBilling methods knowledgeCustomer Information SystemsSaaS platforms familiaritySQLClient support skillsEDIC&ISystem testing techniquesKibanaJiraMS ExcelMS WordVisioCommunicationDetail-orientedTeam collaboration

Required

2–4 years of experience in technical support, customer success, or a client-facing technical role within the deregulated energy industry, with exposure to multiple electric and gas markets (ERCOT, PJM, NY, OH, etc.)

Strong troubleshooting skills and familiarity with SaaS platforms, APIs, and web technologies

Knowledge of multiple deregulated electric and gas markets; Texas market experience is a plus

Must have a strong understanding of all billing methods in deregulated energy markets, including UBR, URR, SCB/MBR, and Dual Billing

Skilled in system testing and validation techniques to identify, replicate, and verify client-reported issues

Experience with Customer Information Systems (CIS); VXretail (UtiliBill) experience is a plus

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences and customer-first mindset

Extremely detail-oriented with strong problem-solving and troubleshooting abilities

Strong client support skills with a demonstrated ability to effectively deal with escalated client concerns

High energy, self-motivated individual with the ability to collaborate in a team environment as well as work independently

Proficient in MS Excel, MS Word, Visio, SQL, Jira, Kibana