Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
About the role
- Digital Operations Support Analyst supporting daily operations of self-service products at Eversource. Troubleshooting issues and ensuring high-quality customer service operations.
Responsibilities
- Support day-to-day operations of Eversource self-service products
- Troubleshoot web issues and resolve concerns in a collaborative manner
- Manage tickets from the Digital Operations Incident and Request Queue
- Respond to customer/regulator questions and complaints
- Participate in business testing teams for user acceptance testing
- Provide training support for various departments on customer-facing web technologies
Requirements
- Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience
- Three (3) plus years in a Customer Service environment
- Experience understanding and explaining, verbally and in writing, complex customer account scenarios
- Experience investigating and resolving executive customer and regulatory complaints
- Experience researching and identifying customer issues with self-service products
- Strong understanding of business processes
- Capacity to work outside of typical business hours, as needed
Benefits
- Competitive total rewards program
- Health insurance
- Retirement plans
- Paid time off
- Hybrid work schedule based on job responsibilities, operational needs, and team dynamics
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