About the role

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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Mid

Technology & IT Accounting Administration Customer Service Data Analysis MySQL Mid level

Likely questions

Tell us about work you have done that is close to the Support Specialist with Emphasis on Customer Information Systems (CIS) role.
How would you approach your first 30 days at Milsoft Utility Solutions?
Which of Accounting, Administration and Customer Service have you used recently, and what did it help you achieve?
Describe a time you solved a problem without waiting to be told exactly what to do.
How do you handle busy days, changing priorities, or pressure at work?

Prepare before the call

A recent example that proves your experience with Accounting, Administration and Customer Service.
One short story with a problem, your action, and the result.
Two examples that show the strengths listed on your CV.
A clear reason why this role and company interest you.
Your availability, preferred work style, and salary expectations.

Ask them

What would success look like in the first 90 days?
What are the main problems this hire should help solve?
How does the team give feedback and measure good work?
What does a normal working week look like for this role?

Practice line

I am interested in the Support Specialist with Emphasis on Customer Information Systems (CIS) role because I can bring practical experience in Accounting, Administration and Customer Service, learn the team quickly, and contribute to the outcomes Milsoft Utility Solutions needs from this hire.

Support Specialist with Emphasis on Customer Information Systems (CIS)

About the role

Walk in with sharper answers.

Likely questions

Prepare before the call

Ask them

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