What are the responsibilities and job description for the Support Specialist - Meter Data Management position at nisc?
****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. The work schedule and training timeline will be discussed during the interview process.
NISC develops and implements enterprise-level and customer-facing software solutions for over 960 energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-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. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.
This position supports utilities and helps them utilize Smart Grid solutions. The role consists of supporting the NISC Meter Data Management System (MDMS) and the utility specific Automated Metering Infrastructure (AMI) offerings with the NISC Customer Care and Billing (CC&B) software. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product requiring strong technical aptitude and the ability to understand complex system behavior.
What Our Support Team Does
- Assists members in all aspects of MDM application support including troubleshooting, training, and research
- Follows up on resolutions
- Assist with software release processes
- Communicates with development staff to convey customer feedback
- Performs either on-site or remote training to our members
- Provides after-hours support via an on-call support phone rotation
Desired Experience
- Previous customer support experience (providing customer service via phone is helpful)
- Basic knowledge of Project Management processes
- Demonstrated technical aptitude, including the ability to understand, troubleshoot, and explain software behavior, data flows, and system integrations.
- 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
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. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Disclaimer:
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
Learn more about our Support opportunities in the video below!