Eversource Energy
Analyst, Digital Operations Support (Hybrid Schedule)
Eversource Energy, Manchester, New Hampshire, us, 03103
Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to workat least three days in the office, includingTuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to workup to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change
Support day-to-day operations of Eversource self-service products, eversource.com, mobile app, outage map, and alerts. Partner with third party agencies and internal IT to resolve issues and continually improve customer user experience and site functionality. This role is in Digital Strategy Operations and Production Support within the Customer Service organization and will work closely with the IT teams and call centers. Together, the Digital teams build, deploy and support customer facing applications to deliver value, increase engagement and improve customer satisfaction.
Essential Functions
Serves as subject matter expert (SME) and customer service contact for technical issues and project deliverables
Troubleshoot web issues and resolve concerns in collaborative manner 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 various projects and incident fixes deployed to the production environment
Assist with developing best practices around quality assurance and process management
Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback.
Provide training support for various departments on customer-facing web technologies
Support others in Digital Strategy
Qualifications Technical Knowledge/Skill:
Requires a strong focus on serving customers in the utility industry as well as an understanding of the self service tools and testing processes. Self-motivated, efficient problem solver with high attention to detail. Requires process documentation, and presentation skills as well as ability to use common PC desktop applications.
Education
Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience
Experience
Three (3) plus years in a Customer Service environment
Experience understanding and explaining, verbally and in writing, complex customer account scenarios to stakeholders and customers
Experience investigating and resolving executive customer and regulatory complaints
Experience researching and identifying customer issues with self service products
Successfully collaborates with cross-functional groups to provide subject matter expertise to identify or resolve issues
Able to prioritize and manage multiple tasks simultaneously with minimal supervision
Strong understanding of business processes
Supported improvements in processed and best practices
Successfully worked with cross functional department
Experience with testing customer facing web platforms·
Ability to work outside of typical business hours, as needed
#LI-JB1
Competencies Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability
Compensation and Benefits Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:
$87,350.00-$97,060.00
Worker Type Regular
Number of Openings Emergency Response Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
EEO Statement Eversource Energy is an Equal Opportunity and Aff… All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
#J-18808-Ljbffr
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to workat least three days in the office, includingTuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to workup to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change
Support day-to-day operations of Eversource self-service products, eversource.com, mobile app, outage map, and alerts. Partner with third party agencies and internal IT to resolve issues and continually improve customer user experience and site functionality. This role is in Digital Strategy Operations and Production Support within the Customer Service organization and will work closely with the IT teams and call centers. Together, the Digital teams build, deploy and support customer facing applications to deliver value, increase engagement and improve customer satisfaction.
Essential Functions
Serves as subject matter expert (SME) and customer service contact for technical issues and project deliverables
Troubleshoot web issues and resolve concerns in collaborative manner 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 various projects and incident fixes deployed to the production environment
Assist with developing best practices around quality assurance and process management
Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback.
Provide training support for various departments on customer-facing web technologies
Support others in Digital Strategy
Qualifications Technical Knowledge/Skill:
Requires a strong focus on serving customers in the utility industry as well as an understanding of the self service tools and testing processes. Self-motivated, efficient problem solver with high attention to detail. Requires process documentation, and presentation skills as well as ability to use common PC desktop applications.
Education
Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience
Experience
Three (3) plus years in a Customer Service environment
Experience understanding and explaining, verbally and in writing, complex customer account scenarios to stakeholders and customers
Experience investigating and resolving executive customer and regulatory complaints
Experience researching and identifying customer issues with self service products
Successfully collaborates with cross-functional groups to provide subject matter expertise to identify or resolve issues
Able to prioritize and manage multiple tasks simultaneously with minimal supervision
Strong understanding of business processes
Supported improvements in processed and best practices
Successfully worked with cross functional department
Experience with testing customer facing web platforms·
Ability to work outside of typical business hours, as needed
#LI-JB1
Competencies Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability
Compensation and Benefits Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:
$87,350.00-$97,060.00
Worker Type Regular
Number of Openings Emergency Response Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
EEO Statement Eversource Energy is an Equal Opportunity and Aff… All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
#J-18808-Ljbffr