Support Specialist - Print ServicesNISC • Saint Charles, MO, US

Support Specialist - Print Services

NISC • Saint Charles, MO, US

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Overview

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 Print Services software products and has a high level of customer interaction via phone and email. The Print Services portion of our software manages everything for the utility from bill layouts, printing options, and helps ensure our members receive quality printing services on time. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product.

The role is based out of the Lake Saint Louis, Missouri office. Applicants will need to be local to the Lake Saint Louis NISC office and able to work on-site during the week. A hybrid office / work-from-home schedule is a possibility after training, which is generally about 6 months to potentially one year. The work schedule will be discussed during the interview process.

Responsibilities

Assist members in all aspects of application support including troubleshooting, training, and research via phone and email
Follow up on resolutions and custom programming requests
Assist in creating mock-ups for bills and delinquent notices
Assist with software release processes
Communicate with development staff to convey customer feedback
Perform remote training to our members
Provide after-hours support via an on-call support phone rotation

Desired Experience & Skills

Previous customer support experience (providing customer service via phone is helpful). 3-5 years of product support experience is preferred.

Ability to document information and facilitate conversations with Members

Effectively act as a liaison between Members and programmers to communicate Member requirements

Excellent time management skills and the ability to meet critical deadlines

Ability to adapt to changing technology

Ability to professionally answer inbound phone calls and manage customer change requests while being courteous and empathetic

Basic knowledge of Project Management processes

Excellent written and verbal communication skills

Excellent telephone etiquette and the ability to deal effectively with customers

Strong PC skills

Ability to teach others

Ability to work in a team and independently

Previous experience with presentations or public speaking

Familiarity with postal procedures is a plus

Education

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

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.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.

Additional information

Check out more about our Support area in this video!

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Other

Industries : Software Development

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Service Support Specialist • Saint Charles, MO, US