Support Specialist - Accounting

NISC · Bismarck, ND · 2 days ago

On-siteFull-time

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.

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.

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.

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.

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