Support Specialist - Capital Credits/Accounting

Any NISC Location

NISC specializes in developing and deploying enterprise level and customer-facing software solutions for over 700+ utilities and telecoms across North America. Our mission is to deliver technology solutions and services that are Member and Customer focused, quality driven, and valued priced. We exist to serve our members and help

This position supports and implements our Customer Care and Billing software – specific to Capital Credits. This portion of the software manages allocations and estate and general retirement. This team member will work with new Members when implementing Capital Credits, and work closely with the Member and our software engineers to support,  troubleshoot, research, and resolve issues within the software product.

What Our Support and Implementations Team Do:

  • 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
  • Assist 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

Desired Experience and Skills

  • 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

Desired Education

Bachelor's degree in a business-related field preferred, or equivalent experience. Successful applicants must possess a basic knowledge of Accounting principles.

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