Technical Support Analyst I, VXretail

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. Thats 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 Technical Support Analyst I is a customer-facing role within the Client Success team, responsible for delivering expert technical support for the VXretail software used by Retail Energy Providers (REPs) in deregulated energy markets. This individual serves as a trusted technical advisor, guiding clients through product functionality, troubleshooting complex issues, and ensuring a seamless post-sale experience.

Working closely with Client Success Managers (CSMs), Business Analysts (BAs), the Senior Operations Manager, and Development/QA teams, the Technical Support Analyst ensures VXretail operates effectively and that client issues are resolved with accuracy, timeliness, and empathy. The role includes troubleshooting customer data, billing, transactions, enrollment, and related issues, as well as providing training and support to help clients maximize the value of the software.

Essential Duties

• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

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 customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:

VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.