Job Context
Job Description/Responsibility
- Provides superior customer support to internal and external customers in all encounters.
- Assists customers in all aspects of application support including problem solving, training, and on-going support.
- Prepares cases and follow-up to resolution.
- Performs research of basic application problems, resolves issues for Member/Customers who are using the application and recommends changes or enhancements as directed.
- Facilitate and follow up with Member/Customers on basic requests and procedures.
- Assists with mass communications to Member/Customers.
- Assists with software release process.
- Utilizes all support tools as directed.
- Conveys customer feedback to product development staff as appropriate.
- Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
- Provides after hours support.
- May develop and deliver training to coworkers as assigned.
- May prepare materials and deliver National IT Learning Center classes.
- May prepare materials and deliver Member Information Conference (MIC) sessions.
- May be called upon to assist in other support areas.
- May be called upon to participate on design teams regarding application enhancements.
- May be called upon to participate in testing of new product development or enhancements.
- May be required to travel to customer sites.
- Other duties as assigned.
Education Requirements
- Bachelor/ Honors(Bachelor Degree in any Discipline) completed.
Additional Academic Requirements
- Bachelors Degree in a business-related field or equivalent experience.
Experience Requirements
1 - 5 years of experience is required.
Additional Experience Requirements
- Generally requires 1-5 years of product usage or support experience either at NISC or similar related experience.
Skills Requirements
- Basic knowledge of NISC's products' features and functionality.
- Basic knowledge of other integrated industry applications and services.
- Basic knowledge of Project Management processes and theory.
- Basic knowledge of Service Level Management (SLM) best practices.
- Basic knowledge of the Utility or Telecom industry.
- Familiarity with other integrated applications and services.
- Excellent verbal and written interpersonal and communication skills.
- Excellent presentation and training skills.
- Excellent telephone etiquette and an ability to deal effectively with Member/Customers.
- Excellent research and problem-solving skills with a strong attention to detail.
- Strong PC skills.
- Ability to effectively lead, influence and teach others.
- Ability to organize and prioritize.
- Ability to interact in a positive manner with internal and external contacts.
- Ability to work independently, as well as in a team environment
- Ability to travel as often as necessary to meet the goals and objectives of the position.
- Commitment to NISC's Statement of Shared Values.
Work Area
- Applicant should have experience of working in the following category(ies): Accounts
Industry Type
- Experience should include the following skills: IT/Telecommunication
Job Location
Apply Instruction
Application Deadline: 20 May 2024