Support Specialist – Capital Credits

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

• Provide support for Customer Care and Billing software tailored to Capital Credits.

• Aid members with application assistance, troubleshooting, training, and research.

• Follow up on the resolutions provided.

• Investigate complex application issues and may suggest product modifications or enhancements.

• Maintain and audit Member data within the configuration database.

• Assist in the software release processes.

• Relay customer feedback to the development team.

• Conduct on-site or remote training for members and potentially other NISC team members.

• Prepare training materials and lead Member training sessions at NISC’s Member Information Conference.

• Travel to customer locations to provide training as necessary.

• Offer after-hours support through an on-call support phone rotation.

⛳️ Requirements

• Prior experience in customer support (experience providing customer service via phone is advantageous).

• Fundamental understanding of Project Management processes and theories.

• Basic knowledge of Service Level Management (SLM) best practices.

• Outstanding written and verbal communication abilities.

• Exceptional presentation and training capabilities.

• Proficient telephone etiquette and aptitude for effectively engaging with customers.

• Strong computer skills.

• Ability to instruct and influence others.

• Capacity to work both collaboratively within a team and independently.

• Previous experience with public speaking or presentations.

• Willingness to travel as frequently as the position demands.

• Bachelor's degree in a business-related discipline preferred, or equivalent professional experience.

• Basic understanding of Accounting principles.

• Ability to see, speak, and hear; operate computer keyboards or office equipment; and stand, walk, and sit.

🏝️ Benefits

• Full-time, non-exempt employment.

• Option for virtual work.

• Availability of on-site or remote training delivery options.

• Opportunities for travel to customer locations and NISC’s Member Information Conference.

• After-hours support provided through an on-call support phone rotation.