Member Software Support & Training Specialist

NISC; Bismarck (ND); On-site; USD 50,000 - 75,000; Full time

Job summary

NISC develops and implements enterprise-level software solutions for energy cooperatives and communications organizations across North America. This role supports our Customer Care and Billing software, focusing on Capital Credits, and works with Members and engineers to troubleshoot, research, and resolve issues.

You will assist with training, follow up on resolutions, and may travel to customer sites. On-site or remote training and on-call support are part of the responsibilities for this

Qualifications

• Previous customer support experience (phone helpful).
• Basic knowledge of Project Management processes and theory.
• Basic knowledge of Service Level Management (SLM) best practices.
• Excellent written and verbal communication 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.

Responsibilities

• Assist members in all aspects of application support including troubleshooting, training, and research.
• Follow up on resolutions.
• Research difficult application problems and may recommend changes or enhancements to the product.
• Maintain and audit Member information in the configuration database.
• Assist with software release processes.
• Communicate feedback to development staff.
• Perform on-site or remote training for members; may train other NISC team members.
• May prepare materials and deliver Member training sessions at NISC's Member Information Conference.
• Travel to customer sites to deliver training may be required.
• Provide after-hours support via an on-call rotation.

Skills

Customer support

Project management basics

SLM basics

Communication skills

Telephone etiquette

PC skills

Teach and influence

Teamwork & independence

Public speaking

Travel flexibility

Education

Bachelor's degree or equivalent

Job description

NISC develops and implements enterprise-level software solutions for energy cooperatives and communications organizations across North America. This role supports our Customer Care and Billing software, focusing on Capital Credits, and works with Members and engineers to troubleshoot, research, and resolve issues.

You will assist with training, follow up on resolutions, and may travel to customer sites. On-site or remote training and on-call support are part of the responsibilities for this