Technical Support II Analyst

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.


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


What VertexOne has to offer:
• 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
About VertexOne:
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of