Field Support Technician

Field Support Analyst 1 - FSA1Location: Forest Park, GA 30297Duration: 6-12 monthsJob SummaryThe Field Support Analyst role is to ensure the timely and accurate billing of Client Power’s Lighting and Smart Services Business Unit, Video Surveillance, Colocation, & Utility Services customers. The Billing Analyst also conducts periodic audits of billing records and investigates and resolves customer disputes. The Billing Analyst will also support the customer collections process, including contacting customers on past-due invoices as needed.Job RequirementsEducation and Experience Requirements:Bachelors’ Degree preferred.Demonstrated technical expertise.Experience in complex rates, processes and/or billing applications strongly desiredExtensive CSS knowledgeHigh degree of proficiency in advanced desktop applications (Excel, Access)Customer Service / Marketing-Sales experience requiredKnowledge, Skills & Abilities:Working knowledge of the following policies and procedures beneficial:Customer Service StandardsElectric Service Rates and Tariffs for Commercial and Industrial CustomersCommercial, Residential, Industrial, and Governmental lighting contracts and their terms & conditionsC&I and Governmental Distribution Construction contracts, terms, and conditionsC&I and Governmental Forestry Services contracts, terms, and conditions.Concepts of business compliance and controlsGeneral knowledge of databasesDemonstrated analytical and problem-solving abilityDemonstrated technical aptitude and technical innovationPersonal LeadershipAbility to work with less direct supervisionSupport a challenging, fast paced work environmentMakes sound decisionsStrong interpersonal and organizational skillsRelationship and Team Builder at all levelsMajor Job ResponsibilitiesBillingCoordinate all activities for LSSBU and Power and Utility Services accounts to ensure accurate and timely billing for unregulated, governmental, and regulated customers.This includes serving as a central liaison for Marketing Key Account Managers, National Accounts, Pricing & Rates, Region Customer Service, Metering Specialists, and the Meter Data Management Team.All activities with Lighting Services Sales, Engineering, Materials and Coordination Specialists to ensure all data is available for monthly billing.Establish new LSSBU accounts and appropriately apply XXXX/rider combinations that adhere to Client Power Company Rules and Regulations.Coordinate the billing of New Contracts, Broken Contracts, NESBs and other items for one-time billing and on-going monthly charges.ComplianceReview new unregulated commercial contracts and ensure all quality control validations are completed and that the contract is correct and accurate.Maintain accurate billing documentation for customer accounts through CSS, LAMP, Power Services Database, and DocumentumResolve WFM’s and perform all associated monthly CSS compliance requirementsCommunicate with engineering and sales as corrections are needed.Find historical data for billing adjustments, auditing, etc.Analyze billing results based on commercial contracts & the appropriate regulated tariff such as Energy Outdoor Lighting (EOL), Time of Use (TOU), etc. Proactively communicate as needed to add customer valueAnalyze prints and maps to understand and reconcile dataReview database to find pertinent informationBilling AdjustmentsAdhere to all applicable compliance regulations for adjustments to electric service, XXXX/rider specific contract requirements, retention of documentation, and obtaining appropriate approvals as necessary.Utilize internal LSSBU, Utility Services, and GPC software for all offline calculations and monthly billing validation. (Systems used in tandem with CSS to effectively bill LSSBU accounts)Internal and External Customer SupportAssist internal customers with Lighting and Utility Services questions and communicate accordinglySupport the sales team to improve customer value and enhance salesNew Business SupportAssist with updating processes and communications as new businesses are added.