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 to ethics, 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