Customer/Billing SME / Designer

About US: We are a company that provides innovative, transformative IT services and solutions. We are passionate about helping our clients achieve their goals and exceed their expectations. We strive to provide the best possible experience for our clients and employees. We are committed to continuous improvement and innovation, and we are always looking for ways to improve our services and solutions. We believe in working collaboratively with our clients and employees to achieve success.

DS Technologies Inc is looking for Customer/Billing SME / Designer role for one of our premier clients.

Job Title: Customer/Billing SME / Designer

Location: Remote

Job Type: Contract

Only W2

Job Description

We are seeking a Customer/Billing Subject Matter Expert (SME) / Designer with deep expertise in customer service and service order management to support National Grid. The ideal candidate will provide specialized guidance, functional support, and documentation while mentoring team members and ensuring high-quality service delivery.

Key Responsibilities

• Expert Knowledge: Provide specialized insights in customer service processes and service order management.
• Technical Support: Resolve complex customer issues and provide functional guidance to support teams.
• Documentation: Assist in creating and maintaining project documentation, training materials, and process guides.
• Liaison: Coordinate with support and operational teams to ensure timely issue resolution.
• Mentoring: Train and mentor new associates during onboarding and knowledge transfer sessions.
• Knowledge Maintenance: Develop and maintain a deep understanding of customer-specific business environments, processes, and service level agreements (SLAs).
• Problem Resolution: Identify and resolve customer problems using defined procedures and document troubleshooting efforts.

Required Skills / Qualifications

• Strong experience as a Customer/Billing SME in energy/utilities domain.
• Expertise in customer service processes, service order management, and billing systems.
• Strong problem-solving, analytical, and communication skills.
• Experience mentoring and training team members.
• Ability to work independently in a remote environment.

Preferred

• Prior experience with National Grid or similar large energy utility clients.
• Familiarity with process documentation, training material development, and system design.

This is a remote position.