Job Description: The Technical Support Analyst I (EDI) 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, utility certification testing, assisting in leading projects 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.
- Conduct EDI certification testing, either independently or with utility partners.
- Assist in leading VXexchange projects.
- 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.
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
Salary
EmploymentIndicator
Regular