Support Specialist - Accounting

Primary Responsibilities

• Become part of a team that is responsible for providing exceptional customer service via the telephone and e-mail, while supporting NISC Member/Customers in their use of NISC's applications.
• Aid Members/Customers in all aspects of application support, including problem solving, training, and on-going support.
• Prepare cases and follow-up to resolution.
• Perform research of basic application problems, resolve issues for Member/Customers who are using the application, and recommend changes or enhancements as directed.
• Facilitate and follow up with Member/Customers on basic requests and procedures.
• Aid with mass communications to Member/Customers.
• Aid with software release process.
• Utilize all support tools as directed.
• Convey customer feedback to product development staff as appropriate.
• Provide after hours support.
• May develop and deliver training to coworkers as assigned.
• May prepare materials and deliver National IT Learning Center classes.
• May prepare materials and deliver Member Information Conference (MIC) sessions.
• May be called upon to assist in other support areas.
• May be called upon to participate on design teams regarding application enhancements.
• May be called upon to participate in testing of new product development or enhancements.
• May be required to travel to customer sites.
• Other duties as assigned.

Essential Functions

• Provides superior customer support to internal and external customers in all encounters.
• Aids customers in all aspects of application support including problem solving, training, and on-going support.
• Prepares cases and follow-up to resolution.
• Performs research of basic application problems, resolves issues for Member/Customers who are using the application and recommends changes or enhancements as directed.
• Facilitates and follows up with Member/Customers on basic requests and procedures.
• Aids with mass communications to Member/Customers.
• Aids with software release process.
• Utilizes all support tools as directed.
• Conveys customer feedback to product development staff as appropriate.
• Provides after hours support.
• Makes presentations and delivers training to coworkers as assigned.
• Prepares materials and delivers National IT Learning Center classes.
• Prepares materials and delivers Member Information Conference (MIC) sessions.
• Assists in other support areas as needed.
• Participates on design teams regarding application enhancements.
• Participates in testing of new product development or enhancements.
• May be required to travel to customer sites.

Desired Job Experience

• Generally requires 1-5 years of product usage or support experience either at NISC or similar related experience.
• Basic knowledge of NISC's products' features and functionality.
• Basic knowledge of other integrated industry applications and services.
• Basic knowledge of Project Management processes and theory.
• Basic knowledge of Service Level Management (SLM) best practices.
• Basic knowledge of the Utility or Telecom industry.
• Familiarity with other integrated applications and services.
• Excellent verbal and written interpersonal and communication skills.
• Excellent presentation and training skills.
• Excellent telephone etiquette and an ability to deal effectively with Member/Customers.
• Excellent research and problem-solving skills with a strong attention to detail.
• Strong PC skills.
• Ability to effectively lead, influence and teach others.
• Ability to organize and prioritize.
• Ability to interact in a positive manner with internal and external contacts.
• Ability to work independently, as well as in a team environment.
• Commitment to NISC's Statement of Shared Values.

Desired Education

• Bachelor’s Degree in a business-related field or equivalent experience.

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.
• Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.