Support Specialist

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. Full remote work is taken under consideration for applicants coming in with prior Cooperative Industry experience and NISC software experience. Applicants from outside the Industry or without NISC software experience 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. If you are requesting full remote work but do not meet the requirements listed above for full remote work, we will be unable to move forward with your application.

What You Will Do as a Support Specialist

• 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

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

Desired 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.