Digital Services Support Specialist

NIC Inc
Charleston, WV
29 Oct 2024

Vacancy expired!

Are you a “people person?” Do others describe you as patient, energetic, courteous, friendly and creative? Do you take pride in your ability to learn quickly and think on your feet? Do you see problems as challenges and enjoy turning unhappy customers into ones who sing your praises?

If you’re nodding your head while you read this, then we want you to be our next Digital Services Support Specialist.

You’ll join an all-star team at an innovative company with a single purpose – to make government more accessible to West Virginians through technology. Every day you will help West Virginia citizens use the technologies we build to connect with their government. You’ll make a big impact on the business by keeping our customers happy and grow our bottom line by collecting payments.

Who Are We?

Acquired by Tyler Technologies (NYSE: TYL) on April 21, 2021, NIC is a leader in digital government solutions and payments, partnering with government to deliver user-friendly digital services that make it easier and more efficient to interact with government. NIC and Tyler are united in their mission to empower public sector entities to operate more efficiently and connect more transparently with their constituents and with each other.

NIC West Virginia is part of the NIC family of companies, which has been named as one of Forbes America's 100 Best Small Companies several years in a row, most recently in 2014. NIC is a premier provider of Internet-based, electronic government services that help government entities use the Internet to reduce costs and provide a higher level of service to businesses and citizens. We build websites, web applications, and mobile applications that allow businesses and citizens to access information and complete business online with the state of West Virginia.

Our Support Specialists

  • Provide customer service for complex Internet and e-commerce products and services via email, phone, and chat.
  • Provide front-line phone support for online services
  • Enter, maintain and update customer information
  • Collect past-due balances from customers and clients
  • Process incoming customer requests as they relate to online services
  • Issue problem resolution responses to inquiries, and make adjustments as necessary
  • Meet milestone deadlines directed by management
  • Utilize customer feedback to recommend product and service improvements
  • Log tasks and issues and track to resolution
  • Able to research and troubleshoot financial transactions
  • Perform office management and other financial duties as required
  • Assist with the testing of services and provide suggestions for improvements.
  • Develop training/knowledge base content and materials to ensure smooth and successful customer service support.
  • Other miscellaneous duties, as required

Desired Skills & Experience

  • Outstanding communications skills
  • Excellent customer service skills, including good verbal and written abilities
  • Understanding of Microsoft Office applications
  • Well-versed in Internet usage including various browsers, settings and maintenance
  • Must have good analytical and mathematical skills
  • Accounting background is a plus
  • Collections Experience is a plus

An undergraduate degree, minimum of 2 years of web technical support experience or a related discipline is helpful, but comparable experience is also accepted.

This job is more than just having the right skill sets. We are looking for the right person to fit with WVI’s culture and the spirit of the Customer Service team. The Customer Service Representative must be:

  • Resourceful with the ability to conduct your own research and get things done, yet willing to ask for help when you need it
  • Someone who enjoys solving problems and helping others
  • Self-directed, a self-starter, have lots of initiative - however you put it, you must be intrinsically motivated and wired for excellence without needing to be “managed”
  • Positive and able to stay calm while working through problems with customers
  • Extremely organized to keep up with all of the different areas of responsibility in a fast-paced environment
  • Considerate of others and respectful of coworkers’ and customers’ time
  • Highly professional with the ability to interact with all levels within the organization
  • Able to prioritize, seek and accept input, and work effectively both independently and in team environments
  • A personable communicator who instantly connects with people, puts them at ease on the phone or in writing, and follows through like a boss
  • Willing to go above and beyond to make customers feel heard and cared for
  • Empathetic and able to understand the customer’s perspective
  • Ethical and committed to doing the right thing

Benefits

  • Competitive compensation and medical, dental and vision insurance plans
  • Matching 401(k) contributions with 100% vesting
  • Disability and Life insurance
  • Company wellness program
  • Paid State holidays and vacation
  • Great work environment