Note: The job is a remote job and is open to candidates in USA. VertexOne provides SaaS platforms for utilities and energy retailers, helping them improve customer service and operational efficiency. The Technical Support Analyst I delivers customer-facing technical support for VXretail by troubleshooting software, data, billing, transaction, enrollment, configuration, and integration issues, managing support tickets, and assisting with client training and implementations.
Responsibilities
- Act as a key point of contact for client inquiries, ensuring excellent customer service and timely responses
- Receive, document, and manage client tickets submitted via phone, email, or Jira Customer Portal, ensuring accurate tracking and efficient resolution
- Monitor and ensure ticket handling meets defined SLAs for response and resolution times
- Troubleshoot and resolve issues related to customer enrollment, drops, switching, billing, transactions, and other VXretail software functions
- Proactively monitor system logs, scheduled jobs, and transaction queues to identify and resolve issues before they affect clients
- Respond to and resolve technical issues via email, chat, and video calls, ensuring professionalism and clarity
- Troubleshoot SaaS product functionality, configuration, and integration issues across multiple platforms
- Research and resolve inquiries using the Knowledge Base, troubleshooting skills, collaboration with team members, or by recreating issues in the software
- Escalate complex issues to Business Analysts or Development teams with clear documentation and ensure timely follow-through
- Escalate enhancement requests to the Client Success Manager for review and prioritization
- Notify the Client Success Manager and Senior Operations Manager of ticket priority, severity, or critical deadlines
- Report open tickets, trends, and resolutions to the Client Success Manager on a daily basis
- Maintain accurate records of all support interactions and ticket progress in the tracking system
- Contribute to internal knowledge bases and client-facing documentation
- Identify recurring issues and recommend product or process improvements
- Participate in onboarding and training sessions to support the technical aspects of new client implementations
- Stay informed on deregulated energy market rules and regulatory changes that impact VXretail software and client operations
- Adhere to company policies, guidelines, and procedures related to data protection, client confidentiality, and security
- Remain flexible to support clients across time zones and travel when required
- Perform other support duties and project tasks as assigned
Skills
- Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent experience
- 2–4 years of experience in technical support, customer success, or a client-facing technical role
- Strong troubleshooting skills and familiarity with SaaS platforms, APIs, and web technologies
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences
- Customer-first mindset with a strong commitment to service and issue resolution
- Extremely detail-oriented with strong problem-solving and troubleshooting abilities
- High-energy, self-motivated individual with the ability to collaborate in a team environment as well as work independently
- Experience with scripting or query languages, such as read-only SQL
- Knowledge of APIs, integrations, and SaaS environments
- Experience in the deregulated energy market, especially Texas/ERCOT
- Familiarity with Electronic Data Interchange (EDI) transactions and file structures
- Exposure to Commercial & Industrial (C&I) energy operations and deregulated energy requirements
- Experience with VXretail, UtiliBill, or similar CIS systems
Benefits
- 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
Company Overview