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Technical Support Analyst - US

United States Req #208
Thursday, April 25, 2024

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.  

The Technical Support Analyst assists clients in resolving VXretail general inquires that do not require programming source code or in-depth knowledge of VXretail database. 

 

This position provides an excellent experience for our clients by training, supporting, and resolving client issues in a timely manner.

 

 

 Essential Job Duties:

 

  • Responding to emails and phone inquiries to support clients in the use of the VXretail system
  • Create tickets for any client issues to track issues and resolutions and to document contact details of the client making the inquiry
  • Notify Client Success Manager and Operations Manager of the priority level of the ticket and if there is a critical due date
  • Resolve any issues of a general nature that do not require access to program source code or in-depth knowledge of VXretail database
  • Escalate any issues that are not of a general nature
  • Partner with team members to determine if the inquiry is related to an enhancement or problem within the existing code
  • Escalate enhancement requests to the Client Success Manager
  • Research and resolve inquires by using Knowledge Base, enhanced troubleshooting skills, partnering with team members, or by recreating the issue in VXretail
  • Communicate resolutions or escalations to the client in a clear and supportive manner and follow up with any open tickets that need client assistance
  • Report open tickets and resolutions to the Client Success Manager on a daily basis
  • Attend all Department meetings
  • Adhere to policies, guidelines and procedures pertaining to the protection of company and client information
  • Report actual or suspected security and/or policy violations or breaches to Management
  • All other duties as assigned

 

Job Requirements:

 

  • Bachelor’s Degree in Computer Science or commensurate experience preferred
  • 2+ years of experience in any programming language, Visual Basic a plus
  • MS SQL experience is required
  • Experience in the Regulated and/or Deregulated Energy Market, especially Texas Market is a plus

 

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.

Other details

  • Job Family Client Support
  • Job Function Individual Contributor
  • Pay Type Salary
  • Min Hiring Rate $55,000.00
  • Max Hiring Rate $60,000.00
Location on Google Maps
  • United States