Support Specialist - Outage Management Support

This opening in our Engineering & Operations area will support NISC's Outage Management software products. Our outage products empower dispatchers to efficiently identify and mange outages, inform crews and communicate outage information to end consumers all from a single interface. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product. This role does require experience in an electric engineering field and/or electric cooperative industry experience.

What you will do as a Support Specialist

• Assist members in all aspects of application support for NISC's Outage Management products including troubleshooting, training, and research via phone, email, or chat
• Follow up on resolutions and serve as a liaison between our members and our software engineers
• Assist with software release processes and may be called upon to test the software or give feedback on the software design
• Communicate with development staff to convey customer feedback
• Perform either on-site or remote training to our members and prepare training materials. Travel may occasionally be required.
• Provide after-hours support via an on-call support phone rotation

Desired Experience

Experience in an electric engineering field and/or electric cooperative industry experience is required. Our Support Specialists must have previous customer support experience. Providing customer service via phone is also helpful. NISC's Support team members should display excellent written and verbal communication skills. A Support Specialist must have the ability to develop internal and external relationships to better support our members. This position will require the flexibility to work both with a team and independently. If you have previous experience with presentations or public speaking, that's a plus! Also, candidates with knowledge of ArcGIS and mapping experience are preferred.

Other desired qualifications

Minimum High School Diploma or equivalent required. Degree in business or technical field preferred.

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. Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.

More about NISC And our Support Teams:

NISC specializes in developing and deploying software solutions for over 700+ utilities and telecoms across North America. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support.

Check out more about our Support area in the video below from one of our employees!