This position is responsible for researching, analyzing and responding to internal and external customer issues and inquiries regarding the New England wholesale electricity markets and certain system operation matters.

Responsibilities include:

• Developing and providing timely responses customer inquiries by analyzing and interpreting technical information related to the New England wholesale electricity markets and their functions
• Providing customer support outside of normal business hours via on-call support rotation.
• Developing and revising business processes and procedures in support of process improvement.
• Developing and providing training to customers as needed on various facets of the electricity markets
• Reviewing and interpreting various ISO manuals and market rules to ensure their applicability and consistency when responding to customer issues and inquiries
• Manage Membership Registration process and provide mentoring to new members.

• A Bachelor’s Degree in Engineering, Business, Marketing, or Communications or equivalent experience required. Requirements include:
• Ability to analyze and interpret complex technical information such as the ISO New England Transmission, Markets & Services Tariff, Manuals and Operating Procedures;
• Experience working in customer service or proven service-oriented track record;
• Excellent oral, written and interpersonal skills;
• Demonstrated ability to work independently under demanding time constraints and decision-making capabilities in a deadline driven environment
• A demonstrated ability to work in a rapidly changing environment, meet deadlines and work effectively with others;
• Proficiency using Analytical Reporting Tools such as Oracle Discoverer and Crystal Reports; and,
• Proficiency in Microsoft Office Suite software.
• Demonstrated ability to organize and prioritize work

Desirable qualities include:

• An understanding of deregulated electric utility markets and knowledge of the New England Market Rule, Manuals and Operating Procedures.
• Exposure to bulk power system operations is plus.
• Understanding of ISO functions and cross-departmental dependencies as they relate to Market Participant issues.