Support Specialist - Operations (Work Management)

A Support Specialist - Operations (Work Management) at NISC plays a crucial role in assisting utility and telecom members with our Work Management Solutions. The responsibilities include troubleshooting application issues, providing training, following up on resolutions, and communicating with software engineers to convey customer feedback. This position also involves preparing training materials and occasionally conducting training sessions, either on-site or remotely.

To become a Support Specialist - Operations (Work Management) at NISC, candidates must hold a minimum of a High School Diploma, although a degree in a business or technical field is preferred. Previous customer support experience and strong communication skills are essential, as well as the ability to develop relationships internally and externally to better support our members.

The working environment for a Support Specialist - Operations (Work Management) at NISC is primarily in our Lake Saint Louis office, with the option for a hybrid schedule after training. The role includes a collaborative atmosphere where communication with both members and software engineers is frequent, creating an engaging and dynamic work culture.

Support Specialists - Operations at NISC provide comprehensive support to members of our Work Management Solutions. This includes troubleshooting issues, assisting with software release processes, performing training, and offering after-hours support as part of an on-call rotation. This ensures our members can efficiently manage their tasks regardless of when they occur.

Beneficial skills for a Support Specialist - Operations (Work Management) at NISC include excellent written and verbal communication abilities, strong customer service skills, and the capacity to work both independently and as part of a team. Experience with presentations and public speaking can be an added advantage in this role.

Effective prioritization involves assessing the urgency and impact of each request. Discuss how you would categorize issues based on severity and member needs while also ensuring that follow-up is timely. Emphasize your organizational skills and ability to manage your time efficiently.

Share a specific instance where you identified a problem, understood the member's concerns, and implemented a solution. Highlight your communication skills and how your actions positively impacted the member's experience.

Describe your systematic approach to troubleshooting, such as gathering relevant information, replicating the issue, and utilizing available resources. Emphasize your collaboration with technical teams while underscoring your problem-solving abilities.

It's important to convey confidence in your communication abilities. Discuss your experience with training, your method of engaging participants, and how you would ensure that they walk away with a clear understanding of the application.

Explain how feedback is vital for continuous improvement. Share how you collect feedback from members and how you communicate that back to the engineering team to enhance the applications.

Emphasize the importance of active listening, empathy, and consistent follow-up. Discuss strategies for building rapport and how maintaining a positive relationship can lead to better service outcomes.

Cover skills such as communication, problem-solving, and technical knowledge. Tailor your answer to reflect the specific context of the job at NISC, demonstrating your understanding of the role's requirements.

Illustrate your method of de-escalating conflict by actively listening to the customer, acknowledging their frustrations, and calmly guiding the conversation to solve their issues. Provide an example if possible.

Speak to your passion for customer service and supporting technology use in utility sectors. Show your enthusiasm for NISC’s mission and how your skills align with their goals.

Talk about resources such as industry publications, online courses, webinars, or professional networks you utilize to keep current with trends in customer support technologies and applications.