Remote SaaS Support Analyst – VXretail

VertexOne; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Savings Account

Flexible Spending Account

401K match

Flexible PTO

Remote work

Work-from-home stipend

Professional development

Employee Assistance Program

Job summary

VertexOne is seeking a Technical Support Analyst I to deliver expert support for the VXretail software used by deregulated energy providers. You will guide clients through product functionality, troubleshoot complex issues, and ensure a seamless post-sale experience.

In collaboration with CSMs, BAs, and Development, you’ll handle enrollment, billing, and data issues, while training clients to maximize software value and maintaining strong customer relationships in a 100% remote environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–4 years in technical support or client-facing technical role.
• Strong troubleshooting skills with SaaS platforms, APIs, and web technologies.
• Excellent verbal and written communication skills.
• Customer-first mindset with commitment to service and issue resolution.
• Extremely detail-oriented with strong problem-solving abilities.
• High-energy, self-motivated and team-oriented.

Responsibilities

• Act as a key point of contact for client inquiries, ensuring excellent service.
• Receive, document, and manage client tickets via phone, email, or Jira.
• Monitor and ensure tickets meet defined SLAs for response and resolution times.
• Troubleshoot enrollment, drops, switching, billing, transactions, and VXretail functions.
• Proactively monitor system logs, scheduled jobs, and transaction queues to prevent issues.
• Escalate complex issues to BAs or Development with clear documentation.
• Escalate enhancement requests to the Client Success Manager for prioritization.
• Notify managers of ticket priority, severity, or deadlines.
• Report open tickets and trends to the Client Success Manager daily.
• Maintain accurate records of all interactions and ticket progress.

Skills

Troubleshooting

SaaS platforms

APIs

Communication

Customer focus

Problem solving

Team collaboration

Education

Bachelor's degree in Information Systems/CS

Tools

SQL

APIs

SaaS platforms

VXretail

Job description

VertexOne is seeking a Technical Support Analyst I to deliver expert support for the VXretail software used by deregulated energy providers. You will guide clients through product functionality, troubleshoot complex issues, and ensure a seamless post-sale experience.

In collaboration with CSMs, BAs, and Development, you’ll handle enrollment, billing, and data issues, while training clients to maximize software value and maintaining strong customer relationships in a 100% remote environment.