[Hiring] Support Specialist @National Information Solutions Cooperative (NISC)

Role Description

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.

• 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
• Assists 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

Qualifications

• 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

Requirements

• 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
• Employees are required to stand, walk, and sit

Disclaimer

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