Overview of Role/Job Purpose: The EDI Technical Support Analyst (TSA) II assists clients in resolving VXexchange general inquires that do not require programming source code or in-depth knowledge of VXexchange database. This position provides an excellent experience for our clients by training, supporting, and resolving client issues in a timely manner. In addition, this position will assist with EDI Certification testing.
Essential Job Duties:
- Analyze tickets from Operations team and gather information to resolve the tickets issue.
- Responding to emails and phone inquiries to support clients in the use of VXexchange product
- Research and resolve inquiries by using Knowledge Base, enhanced troubleshooting skills, partnering with team members, or by recreating the issue in Vxrexchange
- Troubleshoot and perform root cause analysis of reported issues
- Notify Client Success Manager and Technical Support Manager of the priority level of the ticket and if there is a critical due date
- Partner with team members to determine if the inquiry is related to an enhancement or problem within the existing code
- Guide other team members on tickets and testing to ensure the content is accurate
- EDI certification testing as a utility or with a utility
- Escalate any issues that are not of a general nature
- 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
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
- 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
HiringMinRate
71200
HiringMaxRate
93700
Salary range
- $71,200 - $93,700