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
JobFamily
Client Success
JobFunction
Individual Contributor
PayType
Hourly
EmploymentIndicator
Regular
HiringMinRate
35
HiringMaxRate
35