Experienced Customer Support Specialist - Utility and Cooperative Industry Expertise in Customer Care and Billing Software Solutions

Introduction to NISC and Our Mission

At NISC, we're driven by a passion to deliver innovative technology solutions and exceptional customer support to over 900 utilities and telecoms across North America. As a leader in the industry, our mission is to provide member and customer-focused, quality-driven, and value-priced software products and services that empower our members to serve their communities effectively. We're now seeking an experienced and skilled Support Specialist to join our team, focusing on Customer Care and Billing software products.

About Our Customer Care and Billing Software Products

Our Customer Care and Billing software products are designed to manage all aspects of utility operations, from payments and bill calculations to setting up new meters and managing customer information. As a Support Specialist, you will play a vital role in ensuring the smooth operation of these products, working closely with our members and software engineers to troubleshoot, research, and resolve issues.

Key Responsibilities

• Provide exceptional customer support to our members, assisting with troubleshooting, training, and research
• Follow up on resolutions to ensure issues are fully addressed and members are satisfied
• Assist with software release processes, ensuring seamless transitions and minimal disruptions
• Communicate effectively with development staff to convey customer feedback and contribute to product improvements
• Deliver on-site or remote training to our members, enhancing their knowledge and proficiency with our software products
• Participate in an on-call support phone rotation, providing after-hours support and ensuring our members receive timely assistance

Essential Qualifications

To succeed in this role, you will need:

• Previous customer support experience, preferably in a utility or cooperative industry setting
• Basic knowledge of Project Management processes and principles
• Excellent written and verbal communication skills, with the ability to articulate complex technical information clearly and concisely
• Excellent telephone etiquette and the ability to deal effectively with customers, resolving issues and addressing concerns in a professional and courteous manner
• Strong PC skills, with proficiency in Microsoft Office and other software applications
• Ability to teach others, with experience in training or presenting to groups
• Ability to work in a team and independently, with a strong focus on collaboration and mutual support
• Previous experience with presentations or public speaking, with the ability to communicate complex technical information to diverse audiences

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Bachelor's degree in a business-related field, or equivalent experience
• Minimum high school diploma, with relevant work experience and training
• Previous experience with NISC software products, or similar utility and cooperative industry software solutions
• Knowledge of the utility and cooperative industry, with an understanding of the challenges and opportunities facing our members

Skills and Competencies

To excel in this role, you will need to possess:

• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
• Excellent communication and interpersonal skills, with the ability to build strong relationships with our members and internal stakeholders
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong attention to detail, with a focus on quality and accuracy
• Ability to adapt to changing circumstances, with a flexible and resilient approach to challenges and opportunities

Career Growth Opportunities and Learning Benefits

At NISC, we're committed to the growth and development of our employees, providing opportunities for training, mentorship, and career advancement. As a Support Specialist, you will have access to:

• Comprehensive training programs, designed to enhance your knowledge and skills in our software products and industry
• Mentorship and coaching, with experienced professionals who can provide guidance and support
• Opportunities for career advancement, with a clear path for progression and growth within the company
• A dynamic and supportive work environment, with a focus on collaboration, mutual respect, and open communication

Work Environment and Company Culture

Our remote office provides a state-of-the-art and comfortable workspace, with a focus on flexibility and work-life balance. We offer a hybrid office/work-from-home schedule, with the opportunity to work remotely or on-site, depending on your needs and preferences. Our company culture is built on a foundation of:

• Respect and empathy, with a focus on building strong relationships with our members and internal stakeholders
• Collaboration and teamwork, with a emphasis on mutual support and open communication
• Innovation and creativity, with a commitment to delivering innovative solutions and services that meet the evolving needs of our members
• Continuous learning and growth, with a focus on professional development and career advancement

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, designed to attract and retain top talent in the industry. Our compensation and benefits include:

• A competitive salary, with opportunities for bonuses and incentives
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and paid time off
• Opportunities for professional development and career advancement, with a focus on continuous learning and growth
• A dynamic and supportive work environment, with a focus on collaboration, mutual respect, and open communication

Conclusion

If you're a motivated and experienced customer support professional, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Support Specialist at NISC, you will play a vital role in our success, working closely with our members and internal stakeholders to deliver innovative software solutions and exceptional customer support. Don't miss this chance to join our team and contribute to our mission of empowering utilities and telecoms to serve their communities effectively. Apply now and take the first step towards a rewarding and challenging career with NISC!