Support Specialist - Print Services
About The Position
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. This position 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 in these instances after training, which is generally about 6 months to potentially one year. The work schedule will be discussed during the interview process.
Requirements
- 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
Nice To Haves
- Previous experience with presentations or public speaking
- Familiarity with postal procedures is a plus
Responsibilities
- Assist members in all aspects of application support including troubleshooting, training, and research via phone and email
- Follow up on resolutions & 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
