Analyst, Digital Operations Support (Hybrid Schedule) at Eversource Energy

Berlin, Connecticut, United States

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

NoVisa

Energy, UtilitiesIndustries

No requirement for immigration sponsorship (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1); must be authorized to work without company sponsorship
Ability to work hybrid schedule: at least three days in office (including Tuesdays and Wednesdays), up to five days if needed
Bachelor's degree preferred (Business Management or Technology focus a plus) or equivalent experience
Three (3) plus years in a Customer Service environment
Strong focus on serving customers in the utility industry, with understanding of self-service tools and testing processes
Self-motivated, efficient problem solver with high attention to detail
Process documentation and presentation skills
Ability to use common PC desktop applications
Experience understanding and explaining complex customer account scenarios verbally and in writing to stakeholders and customers
Experience investigating and resolving executive customer and regulatory complaints
Experience researching and identifying customer issues with self-service products
Ability to successfully collaborate with cross-functional groups to provide subject matter expertise
Able to prioritize and manage multiple tasks

Support day-to-day operations of Eversource self-service products (eversource.com, mobile app, outage map, alerts)
Partner with third-party agencies and internal IT to resolve issues and improve customer user experience and site functionality
Serve as subject matter expert (SME) and customer service contact for technical issues and project deliverables
Troubleshoot web issues and resolve concerns collaboratively with stakeholders and vendors
Manage tickets from the Digital Operations Incident and Request Queue
Work independently to research, manage, and resolve incidents and defects
Manage several high-priority tasks at one time
Leverage business and technology process understanding to respond to customer/regulator questions and complaints, educate stakeholders, respond to season-related issues, and perform storm-based functions
Respond to regulatory and law enforcement agency requests in a timely and accurate manner
Participate in business testing teams to ensure successful user acceptance testing
Support and perform business checkout for projects and incident fixes deployed to production
Assist with developing best practices around quality assurance and process management
Collaborate with others for solutions/recommendations using analytics and customer feedback
Provide training support for various departments on customer-facing web technologies
Support others in Digital Strategy