Utility Billing and Software Support Specialist

Responsibilities

As a key resource for our members, this role focuses on helping utilities get the most value from their utility billing software by performing the following duties.

Other duties may be assigned.

1. The position provides hands-on support, training, and guidance to ensure utility staff can perform daily billing operations smoothly and efficiently.
2. Through strong partnerships, process understanding, and deep software expertise, this role enhances member confidence, improves workflow performance, and strengthens the overall service experience.
3. Deliver business-to-business customer support via phone, email, or in person, with a focus on resolving utility billing software questions and issues.
4. Provide professional services and member education, including consulting, on utility billing processes, system readiness, workflow optimization, and software functionality.
5. Partners with the members to understand utility billing workflows, regulatory requirements, and operational needs, ensuring the Customer Information Systems (CIS)/utility billing software is configured and utilized to their satisfaction.
6. Coordinate with software vendors to schedule member meeting, product demonstrations, training sessions and other activities that strengthen the partnership between MRES, members, and the software providers.
7. Participate in and complete all vendor related training required to support, configure, and operate utility billing/CIS products.
8. Maintain effective communication with CIS, utility billing, and related industry vendors to stay current on product updates, enhancements, and best practices.
9. Responds to user inquiries from users across a wide range of utility billing software topics, including meter management, customer accounts, billing cycles, payment processing, reporting, and integration issues.
10. Collaborate closely with other support members to identify recurring software issues, share solutions, and improve support processes.
11. Attends training on new equipment, platforms, software tools relevant to utility billing, CIS systems, and member support services.
12. Occasional travel to member locations and to conferences with occasional overnight stays.   Represent MRES at industry committees, software development groups, project teams, and conferences, contributing expertise in CIS/utility billing software as assigned.