Billing Support Analyst

Billing Support Analyst

Full-Time – 6 Month Contract – Hybrid

Looking for your next challenge in a fast-paced, data-driven environment?

Join a high performing Billing & Payments Operations team and play a key role in delivering accurate, seamless billing experiences for millions of customers every month.

About the Role

As a Billing Support Analyst, you'll be part of a specialised second-level support group dedicated to identifying, analysing, and resolving billing anomalies before they impact customers.

You'll work across multiple billing and provisioning platforms, ensuring the integrity, accuracy, and reliability of billing processes that handle over 5 million accounts and billions of usage events monthly.

What You'll Do

Investigate Billing Errors :

Analyse bill-related issues, assess customer impact, and provide expert insights to identify and resolve root causes.

Quality Assurance :

Conduct thorough checks on new plans and offers to ensure billing accuracy.

Data Integrity & Production Tasks :

Perform daily production activities, run SQL reports, and ensure timely updates of billing data.

Escalation Management :

Act as a second-level escalation point for complex billing enquiries.

Reconciliation & Controls :

Identify data variances, maintain strong controls, and drive corrective actions.

Proactive Monitoring :

Spot trends, detect anomalies, and prevent issues before they reach customers.

What Success Looks Like

Timely resolution of billing issues within agreed SLAs

Strong data accuracy and minimal billing error rates

High-quality documentation and consistent process adherence

Positive feedback from stakeholders and internal teams

What You'll Bring

Experience in a production control or operational environment

Background in telecommunications or similar technical industry (2+ years desirable)

Strong Oracle SQL and UNIX knowledge

Advanced analytical and numerical skills

Ability to manage large data sets and troubleshoot complex issues

Exceptional communication skills with the ability to explain technical concepts clearly

A proactive mindset, attention to detail, and strong commitment to deadlines

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