Engage with customers to scope, design, document, implement and deliver process scenarios for the operations of the SSNI solution deployed at the utility.
Execute and manage day to day tasks and processes. Major processes will include: tracking network and meter provisioning processes, monitoring daily reading collection, job completion, and events.
Troubleshoot application issues, including meter and network related issues.
Document and escalate issues that cannot be resolved on site. Escalation will include using SSNI Customer Support for support issues and the involvement of product management as appropriate.
Document root cause analysis for significant failures.
Serve on utility core teams to aid in the utilities understanding of SSNI product capabilities to support future enhancements.
Serve as a knowledge expert to the utilities and provide consulting and hands on training on SSNI products, applications, and processes.
Support pre-deployment activities, such as lab-based evaluations and other pre-deployment testing which will require a comprehensive understanding of application environments deployed at the utility as well as the intended uses by the utility.
Contribute to the Services and Global Delivery culture by actively participating in the evolution of best practices, tools and processes.
3-5 years of customer service operations; utility operations experiencepreferred.
Proven ability to manage customer relationships and accounts; experience interacting with large companies which require interacting with and managing requirements and input from individuals in multiple departments.
Hands-on experience with process development, documentation, and execution.
Hands-on experience with use of technical applications and platforms.
Experience with directly managing resources to execute processes.
Strong verbal and written communication skills with the ability to communicate complex ideas and designs to both technical and non-technical staff.
Proven ability to manage multiple projects and participate in a hands-on manner.
Proven ability to work in a collaborative manner with an extended team of peers to ensure customer requirements are fully satisfied.
Experienced with the Microsoft Office Suite.
Experience with using integrated customer support applications such as Remedy, Jira, and
Enjoy working in a fast-paced, team-oriented environment.
Self-motivated; able to demonstrate initiative and risk-taking.
Requires minimum of a Bachelor of Science degree or equitable degree plus work experience in Computer Science, Engineering, or similar technical discipline.