Customer and Operations Support Specialist

Administration Boise, Idaho


Description

*We are currently working 100% remote due to COVID.  Expectations will be that this candidate will be expected to work from our Boise office in time.  

NIC Idaho is currently looking for an Customer and Operations Support Specialist to join their growing team. NIC Idaho (DBA Access Idaho) is a wholly owned subsidiary of NIC, Inc. 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 connected more transparently with their constituents and with each other.

KEY RESPONSIBILITIES 

  • Provide stellar customer support via phone and email to Idaho citizens and government partners. This support may include, but is not limited to:
  • Password resets
  • Account creation support
  • Technical assistance for various payment processing issues
  • Basic technical support for web-based applications and browsers
  • Referring citizens to appropriate government entity based on need
  • Manage mail dissemination and distribution
  • Prepares bills, invoices, to be submitted to General Manager for approval and signature
  • Set up and maintain customer billing
  • Receivables aging procedures; courtesy calls, delinquency letters, suspensions
  • Support financial month end close process
  • Liaise with corporate accounting team
  • Responsible for managing chargebacks
  • Provide general support for portal staff and management in person (upon return to office), via email, phone, and direct messaging
  • Order office supplies as needed or requested.
  • Perform miscellaneous duties, as required, or assigned by manager
  • Adheres to HIPAA requirements on all confidential information
  • Some Travel May be Required

QUALIFICATIONS 

  • Minimum 2 year secretarial or office management/administrator experience
  • Proficient in Microsoft Word, Excel, Outlook and PowerPoint
  • Excellent customer service skills
  • Strong organizational abilities
  • Self-motivated
  • Desire to work in a fast-paced, entrepreneurial environment
  • Information Technology industry experience (preferred) 

REQUIREMENTS

  • High-level multitasking in a fast-paced environment
  • This position requires you to be available for phone calls at all times – M-F 8 AM to 5 PM, with the exception of breaks and appointments coordinated with and approved by supervisor
  • Ability to coordinate multiple modes of incoming communication simultaneously: phone, email, help desk tickets, direct messaging, and in person (upon return to office)
  • Ability to navigate multiple internet tabs and browsers simultaneously
  • Ability to troubleshoot basic technological issues with little supervision
  • This position requires you to be at a desk and use a computer, keyboard, mouse, etc. for prolonged periods of time. Occasionally, there will be a need to lift items weighing no more than 25 lbs.
  • Must provide home internet speed test results equal or greater to 40MB/second.
  • Must be willing to use personal phone, as hotspot or to make calls (local and long distance), or commute to the office in the event of an emergency phone or internet outage.