Customer Service Technology Analyst

Southern Company • Gulfport, MS

5d

About The Position

This position is responsible for providing business support, strategic vision, as well as technical support for enhancements, development and selection of systems and interfaces for customer service functions. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care, Property Manager Portal, Energy Assistance Portal, Internal and External Self-Service Knowledgebases, Internal websites/team sites, employee performance dashboards, Power BI, DataMart, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between customer service and technology teams at MPC and the Southern Company Technology Organization with responsibilities that include serving as product manager (PM) and/or subject matter expert (SME) as needed for Customer Engagement system initiatives. Additional roles and expectations include fulfilling on-call rotations in support of 24/7 operational needs and availability for storm response.

Requirements

• 3 or more years of experience in an operational, data analytics, technology, or customer service support role required
• Experience working with customer relationship management (CRM) applications required
• Ability to analyze data and present insights accurately and effectively to stakeholders is required
• Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders
• Ability to work effectively with leaders, peers, and vendors
• Strong project management skills, with experience managing projects from beginning to end with minimal assistance
• Excellent analytical, organizational, and problem-solving skills
• Ability to make sound decisions with minimum or no supervision
• Initiative and personal accountability
• Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines
• Ability to work effectively in a team environment and assume a leadership role on project assignments
• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
• Demonstrate personal initiative and accountability in all aspects of performance
• Consistently sets and maintains high performance standards
• Builds teamwork and trust
• Consistently contributes to team and organizational success

Nice To Haves

• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred
• Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.
• Project management experience desired
• Proficiency in Microsoft Power BI, including experience in creating data models, dashboards, and reports to support business decision-making highly preferred.
• Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus

Responsibilities

• Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions
• Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications
• Perform analysis on system enhancements and requests; write formal change requests for changes
• Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts
• Prepare business cases: present proposals to peers, management and system-wide committees
• Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results
• Serve as subject matter expert (SME) for customer service and technology needs
• Develop and maintain strong working relationships with internal and external stakeholders and vendors
• Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company
• Provide accurate and timely reporting for performance data
• Produce routine and ad hoc reports to meet requests as needed
• Communicate system changes to key stakeholders and users and provide training for major change impacts
• Identify and implement process efficiencies

Benefits

• Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being.
• This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s).
• A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf.
• Additional and specific details about total compensation and benefits will also be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level