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.

JOB DESCRIPTION:

The Technical Support Analyst II (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.

SKILLS/QUALIFICATIONS:

• BA or BS in Information Technology, Computer Science, or related discipline; Equivalent specialized work experience of 4 years+ at least, 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

• 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.