Support specialist - accounting

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.

Primary Responsibilities:

Would you like to build a career with a company who stresses the importance of solid relationships and presents a challenging work load? We are looking for a qualified individual to join our Financials Support team. Become part of a team that is responsible for providing exceptional customer service via the telephone and e-mail, while supporting NISC Member/Customers in their use of NISC’s applications. This highly motivated person will assist Members/Customers in all aspects of application support, including problem solving, training, and on-going support.

This position reports to a Support Team Lead, and works closely with the support team and team’s software engineers in resolving issues. This position emphasizes customer service and ability to problem solve and troubleshoot. Ideal candidate will be highly self-motivated and eager to learn.

Essential Functions:

• Provides superior customer support to internal and external customers in all encounters.
• Assists customers in all aspects of application support including problem solving, training, and on-going support.
• Prepares cases and follow-up to resolution.
• Performs research of basic application problems, resolves issues for Member/Customers who are using the application and recommends changes or enhancements as directed.
• Facilitate and follow up with Member/Customers on basic requests and procedures.
• Assists with mass communications to Member/Customers.
• Assists with software release process.
• Utilizes all support tools as directed.
• Conveys customer feedback to product development staff as appropriate.
• Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
• Provides after hours support.
• May develop and deliver training to coworkers as assigned.
• May prepare materials and deliver National IT Learning Center classes.
• May prepare materials and deliver Member Information Conference (MIC) sessions.
• May be called upon to assist in other support areas.
• May be called upon to participate on design teams regarding application enhancements.
• May be called upon to participate in testing of new product development or enhancements.
• May be required to travel to customer sites.
• Other duties as assigned.

Desired Job Experience:

• Generally requires 1-5 years of product usage or support experience either at NISC or similar related experience.
• Basic knowledge of NISC's products’ features and functionality.
• Basic knowledge of other integrated industry applications and services.
• Basic knowledge of Project Management processes and theory.
• Basic knowledge of Service Level Management (SLM) best practices.
• Basic knowledge of the Utility or Telecom industry.
• Familiarity with other integrated applications and services.
• Excellent verbal and written interpersonal and communication skills.
• Excellent presentation and training skills.
• Excellent telephone etiquette and an ability to deal effectively with Member/Customers.
• Excellent research and problem-solving skills with a strong attention to detail.
• Strong PC skills.
• Ability to effectively lead, influence and teach others.
• Ability to organize and prioritize.
• Ability to interact in a positive manner with internal and external contacts.
• Ability to work independently, as well as in a team environment.
• Ability to travel as often as necessary to meet the goals and objectives of the position.
• Commitment to NISC’s Statement of Shared Values.

Desired Education:

Bachelors Degree in a business-related field or equivalent experience.

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.