Job Description
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 Client Analyst I role provides daily support to VXcis Clients based upon contracted services. Client Analysts work closely with the Client Success Managers to review and resolve reported issues, track SLA’s, manage support work queues, participate in Client meetings, create and test rate changes for Clients, perform system configuration, coordinate Release upgrades and provide after hours support for special projects or client outages.
Essential Duties:
- Serve as the primary contact for day-to-day client inquiries and concerns.
- Build positive and productive relationships with VertexOne Clients.
- Partner with Client Success Managers (CSMs) to support client onboarding.
- Perform client notifications for application issues, scheduled downtime, upgrades, and other impacts.
- Monitor 3rd party applications and jobs.
- Escalate and communicate issues to VertexOne Management or Clients as needed.
- Provide clients with status updates on projects and deliver required documentation for approval.
- Maintain strong client relationships to promote high customer satisfaction.
- Issue Resolution & Queue Management
- Analyze and troubleshoot client issues in a timely fashion.
- Review incoming tickets and perform initial research using available tools and documentation.
- Update ticket statuses and add notes to keep clients and internal teams informed.
- Track SLAs and manage support work queues effectively.
- Participate in operations meetings with Clients to review outstanding issues.
- Attend Leadership Business Review meetings with Clients.
- Support Project Managers as needed on larger custom projects.
- Lead Minor Release upgrades for Clients.
- Gather requirements from Clients for projects, research, or testing.
- Create, test, and manage Client-specific rate changes.
- Coordinate code promotion requests and approvals with Clients.
- Ensure all Client communications and approvals are documented in Jira per audit control requirements.
- Create user profiles and manage system access.
- Coordinate with Clients to implement new business rules, page rules, control file updates, and security requests in test or production environments.
- Assist with preparation of test and production environments.
- Coordinate Client environment refreshes.
- Available to work extended hours or weekends for Client project work or outages.
- Travel as required to Client locations or VertexOne company events.
Qualifications:
- 0-2 years of experience in a client facing, data or operations role.
- Excell communication and organizational skills.
- Curiosity, attention to detail, and a desire to learn and grow in a fast-paced environment.
- Knowledge of common desktop applications including Microsoft Office
- Excellent interpersonal skills and a professional approach when dealing with clients
- Attention to deal
- Ability to multitask
- Minimal travel required (10%)
Preferred Qualifications:
- Jira, SQL and Excel skills an asset
- Utility experience or Meter-to-Cash experience preferred
- Knowledge of CIS systems an asset
- Familiarity with SQL.
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.
- Hiring Min Rate: 54,000 USD
- Hiring Max Rate: 68,000 USD
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.
