Transaction Support Analyst

Title: Transaction Support Analyst

Duration: 12 Months

Client: SouthStar Energy Services

Location: 30 Ivan Allen Jr Blvd, NW, Atlanta GA, 30308

Job Summary:
The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for
assigned retail natural gas markets across multiple states. Responsibilities include mastering standard
operating procedures, system processes, and regulatory requirements for each market. The incumbent
will lead efforts to monitor, identify, and resolve billing and customer communication exceptions,
ensuring compliance and timely correction of system issues.




This position acts as the owner of User Acceptance Testing for system enhancements and defects,
collaborating closely with Regulatory, Legal, Customer Operations, IT Support, and Marketing teams to
ensure shared understanding of system changes and their impacts prior to release. Additional duties
include supporting monthly pricing processes, verifying accurate implementation of pricing and
promotion codes, and recommending process improvements.




The role requires the ability to analyze system concerns using SQL queries, quantify issues, and propose
system enhancements. A strong aptitude for learning and recommending AI tools to improve
operational efficiency is essential.




Job Responsibilities:
Functional Expertise:
Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letter
requirements while also performing a quarterly audit that ensures all letter content, setup and
state requirements are met.
Monitors billing and error handling for the Expanded Markets; proactively resolving any billing
or error issues by running SQL queries and determining the extent of the issue.
Supports UAT Testing efforts for the Expanded Markets billing system.
Supports all pricing and promo code set up in the Expanded Markets while also ensuring that
any issues with pricing or promo codes are actively researched and corrected as soon as
possible.
Performs a letter audit to ensure that content, layout, mailing timelines as well as all state
regulations are being met.
Reviews daily system generated reports to ensure that all applicable IT functions are working as
designed.
Participates as a SME in Expanded Markets projects by working with the Project Managers in
requirements gathering, design, testing and implementation of system enhancement projects.

Supports the Consumer Relations and Customer Care teams by investigating any billing or letter
concerns.
Serves as reporting liaison for the Expanded Markets System reporting and data requests.
Business Acumen:
Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuously
reviewing content and making updates based on system enhancements and project
implementations.
Identifies root causes for billing errors and exceptions.
Manages the print vendor relationships for Customer Operations.
Engagement:
Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo code
updates and any pricing update requests.
Works with SouthStar personnel to develop and launch new customer operations processes and
process improvements.
Liaises with Vendor and LDC personnel and SouthStar business owners to gather and document
requirements for operational changes in the Expanded Markets.
Liaises with SouthStar business owners to gather and document requirements for deploying
system enhancements in the Expanded Markets.
Works with SouthStar personnel to develop and launch new customer operations processes and
process improvements.
Liaises with marketing team to ensure all promotion codes are set up in applicable systems
timely and accurately.
Supports the SouthStar Customer Service Support rewards and recognition program.
Driving Results:
Gathers and analyzes data from multiple sources to identify and implement new processes and
process improvements in billing and Customer Service Support operations for the Expanded
Markets.
Creates project plans with controls, milestones and checkpoints for system implementation
projects.




Qualifications
Education, Certifications/Licenses:
Required:

Bachelor's degree or 5+ years of applicable experience




Related Work Experience:
Required:
5+ years of experience in consumer services, billing, system operations, or business to consumer
(B2C)
Preferred:
Retail utility experience
Natural Gas Marketer/Supplier experience




Specific Skills & Knowledge:
Required:
Ability to work independently under moderate supervision; ability to also operate effectively as
a team player, even if located remotely
Exceptional verbal and written communication skills; ability to communicate positively and
professionally with customers, coworkers and vendors
Strong relationship management skills
Strong organizational and problem resolution skills
Strong project management skills
Ability to coordinate and manage multiple tasks with sensitive timelines
Ability to perform metrics creation, implementation, tracking and reporting for operational
departments
Ability to conduct trending and analysis to identify root causes and possible solutions
Computer literate; strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, SQL
Preferred:
Strong knowledge of Teams and Copilot
Advanced database knowledge (e.g. developing and executing SQL statements, importing data,
etc.)




Working Conditions/Physical Requirements:

The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per week
and subject to change per business needs.