Technical Support Analyst - Billing Systems

Technical Support Analyst – Billing Systems

Newport Systems is an information processing and services company delivering custom, web-based equipment and repair management solutions for the transportation and intermodal industry. Our secure, scalable platforms help clients improve visibility, streamline operations, and achieve measurable financial results—without the burden of managing IT infrastructure.

Role Overview

The Technical Support Analyst – Billing Systems is responsible for supporting customer billing operations while serving as a frontline technical resource for system-related inquiries. This role combines hands-on billing expertise with analytical and technical problem-solving, acting as a key liaison between customers and internal technical teams. The ideal candidate is detail-driven, technically capable, and comfortable managing complex billing scenarios.

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Key Responsibilities

Billing & Account Management

· Generate, review, post, and maintain accurate customer invoices

· Perform account reconciliations and identify billing discrepancies or anomalies

· Investigate billing issues, determine root cause, and drive resolution

· Monitor account activity and proactively identify customer-impacting issues

Technical Support & Analysis

· Serve as primary support contact for billing system questions and application issues

· Analyze customer requests to distinguish between data, configuration, and system-related problems

· Document issues, resolutions, and recurring trends to support product and process improvements

· Execute escalation procedures and collaborate with development and senior support teams

· Support testing and validation of billing-related system changes or enhancements

Customer & Internal Collaboration

· Communicate clearly and professionally with customers regarding billing and system issues

· Manage multiple priorities independently while meeting response-time expectations

· Partner with internal teams to resolve time-sensitive or high-impact issues

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Required Qualifications

· 2-3 years of experience in customer support, billing operations, or technical support roles

· Strong analytical and problem-solving skills with high attention to detail

· Advanced proficiency in Microsoft Excel; strong working knowledge of Outlook

· Solid understanding of web-based applications, SaaS platforms, and IT fundamentals

· Ability to interpret data, identify trends, and explain technical concepts to non-technical users

· Excellent written and verbal communication skills

· High School Diploma or equivalent

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Preferred Qualifications

· Associate or bachelor’s degree

· Experience supporting billing or financial systems

· Transportation or intermodal industry experience

· SQL experience for data validation or troubleshooting

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Salary Range

$40,000 - $50,000 based on experience

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Work Environment

· Hybrid work model

· Standard hours: Monday–Friday, 8:30 a.m. – 5:30 p.m. EST