Customer Supprt - E-Solutions

National Information Solutions Cooperative (NISC) is an information technology company with offices in both Lake St. Louis, MO and Mandan, ND that develops and supports software and hardware solutions for utility and telecommunications cooperatives and companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering and operations, as well as many other leading-edge IT solutions.

We currently have an opportunity for a Customer Support Specialist in our Lake St. Louis office who would be responsible for providing service, facilitating and following up with customers for receiving approvals for custom programming requests, assisting with software releases, review and audit configuration database data, follow up communications on change requests and assisting with special projects via the telephone and e-mail supporting NISC Customers in their use of NISC’s E-Solution applications.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provides superior customer support to internal and external customers in all encounters.Assists customers in all aspects of E-Solutions  support including troubleshooting, training, and on-going support.Performs implementations of E-Solutions applications at Member sites, including the initial consultation, setup and implementation.Prepares Change Requests (CRs) and follow-up to resolution.Performs research of difficult E-Solutions application problems, resolves issues for Members who are using E-Solutions and recommends changes or enhancements as directed.Facilitate and follow up with Members on difficult requests and procedures.Assists with mass communications to Members.Assists with software release process.Gather, maintains and audits Member information in the configuration database.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 Members via Web Tools. May develop and deliver training to coworkers as assigned.Prepare materials and deliver National IT Learning Center classes as assigned.Prepare materials and deliver Member information Conference (MIC) sessions as assigned. May be called upon to assist in other support areas.May be called upon to participate on design teams regarding enhancements to E-Solution applications.May be required to travel to customer sites. Other duties as assigned.

 

QUALIFICATIONS:

 

Knowledge, Skills, and Abilities:

Basic knowledge of NISC's E-Solutions products’ features and functionality.Basic knowledge of other integrated Utility industry applications and services. Basic knowledge of project management processes and theory.Basic knowledge of service level management processes and theory.Basic knowledge of the Rural electric or Telecom industry.Basic knowledge of programming languages, such as SQL, HTML. Java or COBOL.Excellent verbal and written interpersonal and communication skills.Excellent presentation and training skills Excellent telephone etiquette and an ability to deal effectively with Members Excellent research and problem solving skills with a strong attention to detail Excellent PC skills.Ability to organize and prioritize a large work volume.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.Education and Experience: Generally requires 3-5 years of product usage or support experience either at NISC or similar related experience. Bachelors Degree in a business-related field or equivalent experience.



 



To view the full job description and to apply, please visit our employment page at www.nisc.coop

We recognize people as our most valuable asset. Our competitive salary and benefits package includes 401(k), Medical, Dental, & Vision insurance, paid vacation, sick & holiday time, & tuition reimbursement.