Support Specialist with Emphasis on Customer Information Systems (CIS)

RemoteRemoteFull TimePosted 1 month agoHidden Gem · Himalayas

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Required skills

CIS
Customer Information Systems
technical support
problem resolution
24/7 support
remote troubleshooting
diagnostics
system settings
software performance
user experience

Nice to have

Business Administration
Accounting
customer management applications
billing systems
payment processing
capital credits

Role summary

A CIS Support Specialist provides frontline technical support for Milsoft customers, focusing on troubleshooting, problem resolution, and maintenance within a 24/7 environment. Responsibilities include using phone, email, and remote software to resolve issues, advising customers on system settings, documenting interactions in a ticketing system, and creating knowledge articles. The role requires adapting to new technologies and may involve travel and on-call support.

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

Originally posted on Himalayas

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