Support Specialist - Capital Credits

nisc; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

NISC is seeking a Customer Care and Training Specialist to support an enterprise customer care and billing software suite, focusing on the capital credits module that handles member allocations and retirement transactions.

The role combines customer support, product troubleshooting, and training delivery for utility and cooperative clients across North America, operating in a hybrid model between end users, internal teams, and software engineers.

Qualifications

• Previous customer support experience, ideally with phone-based service.
• Basic familiarity with project management processes and service level management practices.
• Strong written and verbal communication, presentation, and training skills.
• Solid telephone etiquette and the ability to work effectively with diverse customers.
• Strong PC skills and the ability to work both independently and on a team.
• Willingness to travel as needed for on-site training.

Responsibilities

• Respond to member inquiries by troubleshooting application issues, providing training, and conducting research to reach a resolution
• Follow up on open issues and recommend product enhancements when recurring problems surface
• Maintain and audit configuration data within the member database to ensure accuracy
• Coordinate with software developers to relay feedback and contribute to release processes
• Deliver remote and on-site training sessions, including materials preparation for user conferences
• Participate in an after-hours on-call rotation to provide ongoing support

Skills

Customer support

Project management

Communication skills

Training delivery

Telephone etiquette

Teamwork

PC skills

Education

Bachelor's degree in business

Equivalent practical experience

Tools

MS Office

PowerPoint

CRM software

Job description

Role overview

This role focuses on supporting an enterprise customer care and billing software suite, with a specific emphasis on the capital credits module that manages member allocations and retirement transactions. The position blends customer support, product troubleshooting, and training delivery for utility and cooperative clients across North America. It is a hybrid function that sits between end users, internal teams, and software engineers.

Responsibilities

• Respond to member inquiries by troubleshooting application issues, providing training, and conducting research to reach a resolution


• Follow up on open issues and recommend product enhancements when recurring problems surface


• Maintain and audit configuration data within the member database to ensure accuracy


• Coordinate with software developers to relay feedback and contribute to release processes


• Deliver remote and on-site training sessions, including materials preparation for user conferences


• Participate in an after-hours on-call rotation to provide ongoing support

Requirements

• Previous customer support experience, ideally with phone-based service


• Basic familiarity with project management processes and service level management practices


• Strong written and verbal communication, presentation, and training skills


• Solid telephone etiquette and the ability to work effectively with diverse customers


• Strong PC skills and the ability to work both independently and on a team


• Willingness to travel as needed for on-site training

Nice to have

• Bachelor's degree in a business-related field, or equivalent practical experience


• Foundational knowledge of accounting principles


• Prior experience with public speaking or formal presentations