Field Support Analyst

Job Summary:

The Field Support Analyst 1 (FSA1) is responsible for ensuring the accurate and timely billing of customers within Georgia Power s Lighting and Smart Services Business Unit, Video Surveillance, Colocation, and Utility Services. This role involves auditing billing records, resolving customer disputes, supporting collections efforts, and coordinating with multiple internal teams to maintain compliance and billing accuracy. Responsibilities:

• Serve as a liaison between Marketing Key Account Managers, National Accounts, Pricing & Rates, Customer Service, Metering Specialists, and Meter Data Management Teams.
• Establish new accounts and apply appropriate ****/rider combinations in compliance with company rules and regulations.
• Coordinate billing for new contracts, broken contracts, one-time charges, and ongoing monthly charges.
• Review and validate new unregulated commercial contracts for quality control and accuracy.
• Maintain accurate billing documentation using CSS, LAMP, Power Services Database, and Documentum.
• Resolve Workforce Management issues and ensure monthly CSS compliance requirements are met.
• Analyze billing results and historical data for adjustments and audits, ensuring alignment with commercial contracts and regulated tariffs.
• Adhere to compliance regulations for billing adjustments, including documentation retention and approval processes.
• Provide internal and external customer support related to Lighting and Utility Services billing and inquiries.
• Support sales teams to improve customer value and enhance sales efforts.
• Assist with updating processes and communications as new businesses are added.

Required Skills & Certifications:

• Bachelor s degree preferred.
• Demonstrated technical expertise with complex rates, processes, and billing applications.
• Extensive knowledge of CSS (Customer Service System).
• High proficiency in advanced desktop applications such as Excel and Access.
• Customer service and marketing-sales experience.
• Working knowledge of electric service rates, tariffs, and various commercial, residential, industrial, and governmental contracts.
• Analytical and problem-solving skills with demonstrated technical aptitude.
• Strong interpersonal, organizational, and leadership abilities.
• Ability to work independently and make sound decisions in a fast-paced environment.

Preferred Skills & Certifications:

• Knowledge of business compliance, controls, and database management.
• Experience with distribution construction and forestry services contracts.
• Familiarity with internal LSSBU, Utility Services, and GPC billing software tools.
• Experience supporting sales and customer value enhancement initiatives.

Special Considerations:

• Must adhere to company policies, billing compliance standards, and documentation retention rules.
• Ability to manage multiple stakeholders and work with minimal supervision.
• Support a challenging, fast-paced work environment requiring sound decision-making.

Scheduling:

• Standard business hours with potential flexibility to meet billing deadlines and support internal teams.