Customer Support Analyst

As a Customer Support Analyst, you will support eligible customers in reducing past-due balances, maintain participation, and comply with program requirements. You will evaluate customer accounts, monitor enrollment and payment activity, research and resolve processing exceptions, coordinate with internal partners, and strengthen operational controls that improve the customer experience.

What You Will Do

Communicates with customers, compiles lists of orders, reviews and corrects business process exceptions, analyzes and summarizes information, prepares and maintains digital and/or paper files, reports, system records, and databases. Receives inbound calls, responds to customer requests, inquiries, complex billing, complaints, or high bills. Provides price & availability, formal quotations, and other pre and post order support functions.

Why It Might Be a Fit

You will have the opportunity to grow personally and professionally, making a real impact in Southern California and around the world. You will be part of a team that is changing an entire industry and quite possibly the planet.

Requirements

• One or more years of experience researching, analyzing, and interpreting complex customer data and information.
• Advanced proficiency with Microsoft Excel, including XLOOKUP, conditional formatting, data validation, pivot tables, data organization, analysis of large data sets, and development of clear trackers or reports to support operational decision-making.
• Strong analytical and problem-solving skills, including the ability to research complex customer accounts, identify trends, discrepancies, root causes, and process gaps, and translate findings into actionable recommendations.
• Experience supporting AMP, utility billing, credit/collections, payment services, or customer assistance programs, including eligibility review, account research, arrears resolution, or program exception handling.
• Experience retrieving, validating, and analyzing data using BoBj Reporting or similar reporting tools to support program monitoring, exception tracking, and operational reporting.
• Demonstrated ability to improve customer experience through clear communication, proactive issue resolution, and accurate explanation of program requirements, customer obligations, and next steps.
• Experience working in a compliance-driven environment with strong attention to detail, documentation discipline, quality control awareness, and the ability to follow procedures consistently.
• Experience supporting or influencing the implementation of operational objectives, process improvements, technology enhancements, or cross-functional projects.

Benefits

• hybrid work mode
• opportunity to work remotely on some days
• required to work and reside in the state of California