Support Specialist Emphasis Customer Information Systems; CIS Job Abilene area,Texas USA,IT/Tech

Position: Support Specialist with Emphasis on Customer Information Systems (CIS)

SUPPORT Specialist (With Emphasis on Customer Information Systems-CIS)

Department:
Support

Reports to:

CIS Support Lead/Vice-President of Customer Service and Support

Division:
Remote

Classification:
Salary/Exempt/Full-time

JOB SUMMARY

A CIS Support Specialist is responsible for providing frontline technical support services to Milsoft customers, including troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time.

ESSENTIAL FUNCTIONS

Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all CIS products and services function properly

Advises customers on system settings and configurations that favorably impact software performance and user experience

Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team

Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles

Document all customer interactions in a support ticketing system

Adapt to new technologies and changes in software functionality through continuous product release cycles

Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly toethics, integrity, and corporate responsibility

Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

Bachelor’s degree in Computer Science, Business Administration, Accounting, or equivalent work experience

Exposure to customer management applications, billing systems, payment processing, capital credits, collections, and reviewing data for accuracy

Experience understanding SQL statements and creating SQL queries for data reporting

Familiarity with IBM Information File System (IFS) and AS/400/iSeries Green Screen is beneficial

Must be able to effectively communicate with customers, both verbally and in writing