Transcation Support Analyst

The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for assigned retail natural gas markets. Responsibilities include mastering standard operating procedures, system processes, and regulatory requirements for each market. The incumbent will lead efforts to monitor, identify, and resolve billing and customer communication exceptions, ensuring compliance and timely correction of system issues. A strong aptitude for learning and recommending AI tools to improve operational efficiency is essential., * Align with Regulatory, Legal, and Marketing to support all Expanded Market letter requirements and perform quarterly audits.

• Monitor billing and error handling for Expanded Markets, using SQL queries to determine and resolve issues.
• Support User Acceptance Testing (UAT) for the Expanded Markets billing system.
• Manage all pricing and promotion code setups in the Expanded Markets, researching and correcting any issues.
• Review daily system-generated reports to ensure all IT functions are working as designed.
• Participate as a SME in projects by working with Project Managers in requirements gathering, design, testing, and implementation.
• Support Consumer Relations and Customer Care teams by investigating billing or letter concerns.
• Liaise with internal teams and external vendors to gather requirements for operational changes and system enhancements.
• Gather and analyze data to identify and implement process improvements in billing and Customer Service Support operations.

Education: A Bachelor’s degree or 5+ years of applicable experience.

Experience: 5+ years of experience in consumer services, billing, system operations, or business to consumer (B2C).

Technical Skills:

• Ability to work independently and as a team player.
• Exceptional verbal and written communication skills.
• Strong relationship management, organizational, and problem-resolution skills.
• Strong project management skills and ability to manage multiple tasks with sensitive timelines.
• Ability to perform metrics creation, implementation, tracking, and reporting.
• Ability to conduct trending and analysis to identify root causes and possible solutions.
• Computer literate with strong knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) and SQL.

Preferred Qualifications

• Retail utility experience.
• Natural Gas Marketer/Supplier experience.
• Strong knowledge of Teams and Copilot.
• Advanced database knowledge, including developing and executing SQL statements.

The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per week and subject to change per business needs.

Disclaimer

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

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