Support Specialist with Emphasis on Customer Information Systems (CIS)

Milsoft Utility Solutions, Inc.; Abilene (TX); Remote; USD 42,000 - 65,000; Full time

Job summary

Milsoft Utility Solutions, Inc. is seeking a Support Specialist with emphasis on Customer Information Systems (CIS). This role provides frontline technical support to Milsoft customers, including troubleshooting, problem resolution, and system maintenance in a 24/7 environment.

You will communicate via phone, email, and remote tools, and may travel and perform after-hours on-call duties. You will document interactions in the ticketing system, translate complex processes into clear steps, and

Qualifications

• Bachelor’s degree or equivalent experience.
• Exposure to customer management applications, billing systems, and data accuracy review.
• Experience creating SQL queries for data reporting.
• Ability to communicate effectively with customers, verbally and in writing.

Responsibilities

• Directly resolves technical support inquiries through remote troubleshooting and diagnostics.
• Advises customers on system settings and configurations to improve software performance.
• Convert customer concerns into detailed tickets with reproduction steps for the Development team.
• Translate complex processes into clear instructions and knowledge articles.
• Document all customer interactions in a support ticketing system.
• Adapt to new technologies and software releases through ongoing training.
• Uphold Milsoft values of ethics, integrity, and corporate responsibility.

Skills

SQL

Customer support

Troubleshooting

Education

Bachelor’s degree in Computer Science, Business Administration, Accounting, or equivalent work experience

Tools

IBM IFS

AS/400/iSeries Green Screen

Job description

SUPPORT Specialist (With Emphasis on Customer Information Systems-CIS)

Department: Support

Reports to: CIS Support Lead/Vice-President of Customer Service and Support

Division: Remote

Classification: Salary/Exempt/Full-time

JOB SUMMARY

A CIS Support Specialist is responsible for providing frontline technical support services to Milsoft customers, including troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time.

ESSENTIAL FUNCTIONS

1. Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all CIS products and services function properly
2. Advises customers on system settings and configurations that favorably impact softwareperformance and user experience
3. Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
4. Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
5. Document all customer interactions in a support ticketing system
6. Adapt to new technologies and changes in software functionality through continuous product release cycles
7. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly toethics, integrity, and corporate responsibility
8. Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

1. Bachelor’s degree in Computer Science, Business Administration, Accounting, or equivalent work experience
2. Exposure to customer management applications, billing systems, payment processing, capital credits, collections, and reviewing data for accuracy
3. Experience understanding SQL statements and creating SQL queries for data reporting
4. Familiarity with IBM Information File System (IFS) and AS/400/iSeries Green Screen is beneficial
5. Must be able to effectively communicate with customers, both verbally and in writing