Support Specialist - Capital Credits

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

This position supports our Customer Care and Billing software – specific to Capital Credits. This portion of the software manages allocations and estate and general retirements. This team member will work closely with the Member and our software engineers to support, troubleshoot, research, and resolve issues within the software product.

What Our Support Does:

Assists members in all aspects of application support including troubleshooting, training, and research

Follows up on resolutions

Researches difficult application problems, and may recommend changes or enhancements to the product

Maintains and audits Member information in the configuration database

Assist with software release processes

Communicates with development staff to convey customer feedback

Performs either on-site or remote training to our members. Delivering training to other NISC team members may also be required.

May prepare materials and deliver Member training sessions at NISC’s Member Information Conference

Travel to customer sites to deliver training may be required

Provides after-hours support via an on-call support phone rotation

Desired Experience and Skills:

Previous customer support experience (providing customer service via phone is helpful.)

Basic knowledge of Project Management processes and theory

Basic knowledge of Service Level Management (SLM) best practices

Excellent written and verbal communication skills in conjunction with excellent presentation and training skills

Excellent telephone etiquette and the ability to deal effectively with customers

Strong PC skills

Ability to teach and influence others

Ability to work in a team and independently

Previous experience with presentations or public speaking

Candidates must be able to travel as often as required for the position

Desired Education:

Bachelor's degree in a business-related field preferred, or equivalent experience. Successful applicants must possess a basic knowledge of Accounting principles.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.