The eBilling - Technical Support Analyst will provide technical eBilling support for LEDES Wizard and EMT, our inhouse eBilling tools. Assisting billing centres and other global teams engaged in eBilling activities.


  • Monitor LEDES Wizard tool through daily reporting to identify and categorise failed and rejected invoices
  • Troubleshoot and resolve basic failed/rejected invoices
  • Route complex failed and rejected invoices to eBilling Technical Specialist
  • Maintain mapping and assignments of clients and/or offices to templates and vendors within LEDES Wizard
  • Maintain active user listing for LEDES Wizard and EMT ensuring distribution mailing list is kept up-to-date to enable updates to be effectively communicated to all active tool users
  • Monitor EMT tool to ensure accurate data flow between EMT, LEDES Wizard and Crawler, reporting on any discrepancies found in order that necessary action can be taken to resolve
  • Proactively seek and identify enhancements to and maintain current documentation of existing practices and policies
  • Evaluate complex situations using experience and multiple sources of information to arrive at the best possible resolution or recommendation
  • Work independently with limited supervision to complete assigned tasks to meet agreed objectives and SLAs
  • Exchange ideas and information effectively, efficiently, and logically, while working with contacts worldwide
  • Exercise a required degree of tact and diplomacy when dealing with others and in handling sensitive issues
  • Perform other duties as may be assigned

Skills and Experience:

  • Bachelor's degree in business administration, commerce, finance or related courses
  • Good, relevant experience in an eBilling role
  • Sound understanding of commonly used legal eBilling vendors
  • Keen attention to details and effective organizational skills
  • Ability to prioritize and handle multiple tasks to meet deadlines
  • Ability to perform at high levels in a fast paced ever-changing work environment and successfully adapt to changing priorities and work demands
  • Strong problem solving and analytical skills
  • Ability to anticipate work needs and follow through with minimum direction, follow up on own initiative
  • Flexibility to work a reasonable shifting schedule is required