Customized Energy Solutions logo
Company Name:
Approximate Salary:
Not Specified
Location:
Philadelphia, Pennsylvania
Country:
United States
Industry:
Analyst - Energy
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree
ID
201216
Job Title:
Product Support Analyst
19102

Product Support Analyst

 

Job Description

 

Customized Energy Solutions is looking for an Analyst with experience in retail energy operations to join its Retail Services team. In this role the successful candidate will support the Company’s Retail Energy practice by providing support to the retail operations group in production support and issue investigation by researching system issues using business and technical expertise, participating in user acceptance testing for new development items and bug fixes, and other related tasks. The candidate also support technical escalations and manage client communication through external ticketing systems and phone calls as required. In order to support these functions, the candidate will also need to become familiar with operational processes required to support client’s business.  This position will suit a candidate comfortable working under deadlines and with competing priorities. Scope of work will include operational investigation support for billing and EDI functions, development of a technical understanding of CES retail platforms and other related activity as required.

The successful candidate will be a high energy self-starter, a positive team player, possess strong analytical skills, and have excellent oral and written communication skills. Must be able to work independently and as part of a team. Being detail oriented and a person of integrity are essential qualities, as is an ability to handle new tasks and manage multiple projects and competing priorities.

Representative Duties:

  • Investigate client tickets by researching in SQL Database and via external and internal software portals

  • Daily billing and EDI operations, including quality audits, controls and exception management

  • Prepare development items where technical escalation is required to resolve tickets

  • Review reporting output and participate in trouble shooting to help ensure data integrity and accuracy

  • Provide escalation support for client issues

  • Participate in the development of business specs for software and reports, and work with developers to create and validate new features that impact supported functions

  • Identify and recommend process improvements, including workflow changes and/or system enhancements that will drive efficiency in the daily operational procedures

  • Write and deliver client communications

  • Assist in completion of ad hoc projects as required

  • Ability to understand and articulate the services and functionality of the BLUE platform

  • Ability to operate with autonomy

 

Qualifications

 

  • One to three (1-3) years’ relevant retail electric and/or natural gas operational experience (retail billing and EDI exception management, natural gas experience is a plus) strongly preferred
  • Relevant college degree or equivalent experience required
  • Relevant graduate degree or advanced industry training a plusExcellent analytic processing skills (Excel, SQL required)
  • Ability to analyze information, solve problems and make quick, fact-based decisions
  • Excellent verbal and written communication skills
  • Ability to work well in a deadline-driven, self-managed environment
  • Demonstrated ability to work well with others at all levels of the organization
  • Demonstrated ability to think “outside the box” by developing and implementing improvements to processes and tools

 

Additional Information

 

Customized Energy Solutions offers competitive salary commensurate with experience.  Benefits include performance bonus and profit sharing Medical Savings Account, comprehensive health Insurance, disability insurance, life insurance, and 401K matching and tuition reimbursement. Excellent opportunities for advancement.

 

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