What are the responsibilities and job description for the Support Specialist - Operations (Work Management) position at National Information Solutions Cooperative (NISC)?
This opening in our Operations Support department plays an integral part in supporting our comprehensive Service Order processes and integrations at NISC. You’ll primarily be supporting our utility and utility-broadband members using our Work Management Solutions suite and broader service order systems. These tools empower organizations to efficiently track, assign, and complete tasks. Through our mobile application field personnel are likewise empowered to complete, document and update work status and inventory in real-time. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within our iVUE applications suite.
This position reports on-site to our office in Lake Saint Louis, Missouri. A hybrid schedule is available after the training period and will be discussed during the interview process.
What you will do as a Support Specialist
- Assist members in all aspects of application support for NISC’s Work Management Solutions and Service Orders including troubleshooting, training, and research via phone, email, or chat
- Follow up on resolutions and serve as a liaison between our members and our software engineers
- Assist with software release processes and may be called upon to test the software or give feedback on software design
- Communicate with development staff to convey customer feedback
- Perform either on-site or remote training to our members and prepare training materials. Travel may occasionally be required.
- Provide after-hours support via an on-call support phone rotation
Desired Experience
Our Support Specialists must have previous customer support experience. Providing customer service via phone is also helpful. NISC’s Support team members should display excellent written and verbal communication skills. A Support Specialist must have the ability to develop internal and external relationships to better support our members. This position will require the flexibility to work both with a team and independently. If you have previous experience with presentations or public speaking, that’s a plus!
Other desired qualifications
Minimum High School Diploma or equivalent required. Degree in business or technical field preferred.
More about NISC and our Support Teams:
NISC specializes in developing and deploying software solutions for more than 700 utilities and telecoms across North America. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support.
Check out more about our Support area in the video below from one of our employees!
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. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Disclaimer:
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
