Position Summary

The Customer Support Technician serves as the primary technical resource and subject matter expert for upgrades, testing and training for all customer information systems. Customer Service liaison with Harris Computer Systems, Online Utility Exchange, Ring Central contact center support personnel, payment processing vendor, bill print servicer and NBU Information Technology Department to ensure that all customer information is current.

The Customer Support Technician is responsible for the administration of complicated customer service related issues, handling complaints, researching problems, making account adjustments or corrections, and performs other duties as assigned. Identifies operational issues, suggests possible improvements, and takes an active role in implementing solutions. The position reports to an assistant manager and works under limited supervision.

The Customer Support Technician's primary purpose is to understand, communicate and satisfy our customer's needs both internal and external. The representative acts with a sense of urgency, is solution-oriented, approachable, professional and takes great pride in working with customers to deliver an experience that meets and, at times, exceeds their expectations. Excellent time management, listening skills, attention to detail, accuracy, adaptability and stress management skills are essential.

Essential Duties & Responsibilities

SYSTEMS TECHNICAL SUPPORT

• Performs extensive system testing, verification, and training of software updates and helps coordinate software implementation.
• Responsible to lead deployment of new technologies for the Customer Service Department; occasional weekend work may be required.
• Performs a variety of projects, delegated tasks, prepares reports, graphs, charts, and other illustrative materials as required by gathering a variety of factual and/or statistical data and presents reports upon completion.
• Comfortable presenting reports, project updates, and training to all levels of employees or the general public.
• Identifies problems, or improvements and facilitates action.
• Works independently and anticipates, identifies, and effectively resolves various issues and problems.
• Analyzes business processes and recommends efficiency improvements throughout Customer Service.
• Identifies projects with Harris Computer System (Harris) vendor to meet NBU utility billing, collections, and cashiering needs.
• Monitors and facilitates the Harris, Silver Blaze, Invoice Cloud, DataProse, Ring Central, Silver Springs, MeterSense and MilSoft technical support request within the Customer Service division in coordination with the IT staff.
• Recommends security settings in Harris.
• Responsible for the timely and accurate composition of releasable customer information upon receipt of an approved Public Information Act request.
• Works closely with NBU Marketing and Communication team to draft, edit, and produce Customer Service forms and publications; must be familiar with Microsoft Office Suite and Adobe products

SYSTEMS TRAINING

• Organizes and develops Customer Service specific training programs in coordination with the NBU trainer, Customer Service supervisors and management team.
• Manages and delivers training for Customer Service employees on all Customer Service systems and programs.
• Selects/Develops/Updates audiovisual and process documentation to train Customer Service employees on all Customer Service systems and programs
• Creates and maintains a quick reference handbook of all key information on all Customer Service systems and programs.
• Assists with on-boarding new customer service employees by providing training on Customer Service software, and departmental policies and procedures in Cashiering, Applications and/or Call Center.
• Works closely with the Customer Service supervisors and management team to analyze training effectiveness and implement corrective action to address performance gaps.
• Ensures that printed material, website, and other customer contact information is kept current for Customer Service.
• Encourages and promotes employee interest in, and commitment to, continuing education.

MID-LEVEL SUPPORT RESPONSIBILITES

• Act as the escalation point for Customer Service Representatives, if supervisor or member of management team is unavailable, on problems requiring special handling or those not able to be resolved at front-line level; contact parties involved and take necessary action to resolve problems with internal divisions; take proactive steps as appropriate
• Possess ability to work in a fast-paced environment and ability to manage emotions in stressful situations
• Identify trends related to customer and employee inquiries to respond proactively and provide feedback to Management, assists Customer Service Representatives with customer support during periods of staffing shortages or increased volume.
• Assists with processing delinquent notices for customers that have not made their payment by the due date
• Works closely with the CS Support Specialist to document various operational procedures to assist with training needs and identify potential opportunities for process improvement.

GENERAL RESPONSIBILITIES

• Maintain regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks, including special projects and assignments with deadlines
• Adhere to NBU safety guidelines and practices at all times and in all situations
• Maintain a clean and safe work area, office, field site and vehicle as applicable
• Develop & maintain effective customer service skills for communications with co-workers, customers and the public in general
• Maintain strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents
• Adhere to NBU policies and procedures
• Exemplifies NBU Core Values of Integrity, Stewardship, Team and Safety
• Participate in and support initiatives to reach annual NBU Performance Measures
• Other NBU Duties as assigned

Formal Education and Work Experience Requirements

Degree/Diploma Obtained: Associates

Work Experience Time Frame: Three Years or More

Field of Study: Computer Science

Other: Equivalent experience, skills and abilities may be considered in lieu of Associates degree.

Other Minimum Qualifications

• Prior experience in customer call center, credit collections or utility billing preferred
• Previous experience in training/teaching software programs preferred
• Experience with Harris Computer System preferred
• Strong interpersonal skills, both written and verbal, required
• Some travel to and from conferences required