Support Specialist - Customer Care & Billing (Utility)

National Information Solutions Cooperative - Lake Saint Louis, MO

Full-time

Hybrid - Lake Saint Louis, MO

Professional, Scientific, and Technical Services

About the position

This position is part of a dedicated team that supports our Customer Care and Billing software products, which are essential for managing various utility operations. The software handles critical functions such as payment processing, bill calculations, meter setup, and customer information management. As a Support Specialist, you will play a vital role in ensuring that our members can effectively utilize our software solutions. You will work closely with both our members and software engineers to troubleshoot issues, conduct research, and resolve any software-related problems that arise. This role is designed for individuals who are passionate about customer service and technology, and who thrive in a collaborative environment. The position offers flexibility in work arrangements, with full remote work available for candidates who have prior experience in the Utility and Coop Industry or familiarity with NISC software. For those without this background, on-site work at our Lake Saint Louis, Missouri office is required during the training period to ensure a comprehensive understanding of our systems. After training, a hybrid work-from-home schedule may be considered. The work schedule will be discussed during the interview process, allowing for a tailored approach to meet both the company's and the employee's needs. Our mission at NISC is to deliver technology solutions and services that are focused on our members and customers, ensuring quality and value. We are committed to serving our members and helping them serve their communities through innovative software products and outstanding customer support. As a Support Specialist, you will be integral to this mission, assisting members in all aspects of application support, including troubleshooting, training, and research. You will also be involved in software release processes and will communicate customer feedback to our development staff. This role may require after-hours support as part of an on-call rotation, emphasizing the importance of dedication and responsiveness in our service delivery.

Responsibilities

• Assist members in all aspects of application support including troubleshooting, training, and research.
• Follow up on resolutions to ensure customer satisfaction.
• Assist with software release processes to ensure smooth transitions and updates.
• Communicate with development staff to convey customer feedback and issues.
• Perform either on-site or remote training to our members to enhance their understanding of the software.
• Provide after-hours support via an on-call support phone rotation.

Requirements

• Previous customer support experience, particularly providing customer service via phone.
• Basic knowledge of Project Management processes.
• Excellent written and verbal communication skills.
• Strong telephone etiquette and the ability to effectively deal with customers.
• Strong PC skills and proficiency in using software applications.
• Ability to teach others and convey information clearly.
• Ability to work both in a team environment and independently.
• Previous experience with presentations or public speaking.

Nice-to-haves

• Bachelor's degree in a business-related field preferred, or equivalent experience.
• Minimum high school diploma.