Support Specialist - Customer Care & Billing (Utility)

Please note: full remote work for this team is taken under consideration for applicants coming in with prior Utility and Coop Industry experience and/or NISC software experience. Applicants from outside the Industry or without a good understanding and baseline knowledge of NISC software will need to be local to the Lake Saint Louis, Missouri, office and able to work on-site during the week to maximize training and learning. A hybrid office/work-from-home schedule is a possibility in these instances after training. The work schedule will be discussed during the interview process.

NISC specializes in developing and deploying enterprise level and customer-facing software solutions for over 900+ 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 them serve their communities through our innovative software products, services, and outstanding customer support.

This position supports our Customer Care and Billing software products.This portion of our software manages everything for the utility from payments, bill calculations, setting up new meters, and managing customer's information. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product.

What Our Support Team Does

• Provides after-hours support via an on-call support phone rotation
• Assist with software release processes
• Follows up on resolutions
• Communicates with development staff to convey customer feedback
• Assists members in all aspects of application support including troubleshooting, training, and research
• Performs either on-site or remote training to our members

Desired Experience

• Strong PC skills
• Excellent written and verbal communication skills
• Basic knowledge of Project Management processes
• Ability to teach others
• Excellent telephone etiquette and the ability to deal effectively with customers
• Ability to work in a team and independently
• Previous customer support experience (providing customer service via phone is helpful)
• Previous experience with presentations or public speaking

Desired Education

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

Learn more about our Support area from one of our employees!