Technical Support Analyst
Job Summary
To support the Client Success team, the full-time Technical Support Analyst will deliver expert technical support for the VXretail software used by Retail Energy Providers, ensuring timely issue resolution and a seamless post-sale experience while working remotely.
Key responsibilities
- Act as a primary contact for client inquiries, providing excellent customer service and timely responses
- Receive, document, and manage client tickets through various channels, ensuring efficient resolution and adherence to SLAs
- Troubleshoot and resolve issues related to customer enrollment, billing, and software functionality, while proactively monitoring system performance
Required qualifications
- Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent experience
- 2-4 years of experience in technical support or a client-facing technical role
- Strong troubleshooting skills and familiarity with SaaS platforms and web technologies
- Customer-first mindset with a commitment to service and issue resolution
- Detail-oriented with strong problem-solving abilities
Complete Job Description
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