Support Specialist - Capital Credits

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 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.