Support Specialist with Emphasis on Engineering Analysis (EA)
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Milsoft Utility Solutions, Inc.
US
Summary
The Support Specialist provides frontline technical support, including installation, troubleshooting, and maintenance for engineering analysis products. They are responsible for documenting customer interactions, creating knowledge articles, and collaborating with the development team to resolve issues.
Job Description
SUPPORT SPECIALIST (With Emphasis on Engineering Analysis)
Department: Support
Reports to: EA Lead/VP of Support and Training
Division: Remote
Classification: Salary/Exempt/Full-time
JOB SUMMARY
An EA Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, 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 EA 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 Electrical Engineering or equivalent work experience
- Prior experience in the electric utility field is preferred
- Knowledge of Microsoft server/client operating systems, network architecture, and components
- Experience with Lua scripting is a plus
- Must be able to effectively communicate with customers, both verbally and in writing
- Able to adapt and learn new technologies and retain knowledge for future applications
Milsoft provides more than a thousand electric utilities and their consultants and vendors with powerful engineering, operations, and customer service software that enables them to do their jobs better. Milsoft software will equip you to plan and operate an electrical distribution system with the economy, reliability, efficiency, and customer service that you require.
Milsoft Utility Solutions develops, sells, and supports an Engineering and Operations (E&O) System for electric utility planning, analysis, operations, and management.
The Milsoft E&O System enables an electric utility to achieve optimum economy, efficiency, productivity, reliability, safety, and customer service. The E&O System is founded upon a detailed model of a utility’s as-built, as-energized electric network and features a suite of seamlessly integrated software solutions with central operations data and workflow management.
Milsoft’s Customer Information System is a robust yet value-oriented system that provides superior features and functionality. Our ability to handle multiple utility services, complex billing scenarios, collections, payments, customer care, service order management, prepaid metering, and other important day-to-day tasks, sets us apart as a uniquely capable solution. In addition, our Prepaid Billing, Net Metering, and other key functionality is built into our CIS, which means you can now extend this high-demand functionality to your consumers—either now or in the future.
The solutions include:
Engineering Analysis • Outage Management • GIS & Field Engineering • Communications • Enterprise Accounting & Billing Financial Management • Work Management • Automated Customer Services
The Milsoft E&O System is designed to integrate and interoperate with all of the other systems, applications, and data that a utility uses for engineering and operations.
Founded
1989
Company size
51-200 employees
Industry
Software Development
Org type
Privately Held
Headquarters
Abilene, Texas
Milsoft provides more than a thousand electric utilities and their consultants and vendors with powerful engineering, operations, and customer service software that enables them to do their jobs better. Milsoft software will equip you to plan and operate an electrical distribution system with the economy, reliability, efficiency, and customer service that you require.
Milsoft Utility Solutions develops, sells, and supports an Engineering and Operations (E&O) System for electric utility planning, analysis, operations, and management.
The Milsoft E&O System enables an electric utility to achieve optimum economy, efficiency, productivity, reliability, safety, and customer service. The E&O System is founded upon a detailed model of a utility’s as-built, as-energized electric network and features a suite of seamlessly integrated software solutions with central operations data and workflow management.
Milsoft’s Customer Information System is a robust yet value-oriented system that provides superior features and functionality. Our ability to handle multiple utility services, complex billing scenarios, collections, payments, customer care, service order management, prepaid metering, and other important day-to-day tasks, sets us apart as a uniquely capable solution. In addition, our Prepaid Billing, Net Metering, and other key functionality is built into our CIS, which means you can now extend this high-demand functionality to your consumers—either now or in the future.
The solutions include:
Engineering Analysis • Outage Management • GIS & Field Engineering • Communications • Enterprise Accounting & Billing Financial Management • Work Management • Automated Customer Services
The Milsoft E&O System is designed to integrate and interoperate with all of the other systems, applications, and data that a utility uses for engineering and operations.
Founded
1989
Company size
51-200 employees
Industry
Software Development
Org type
Privately Held
Headquarters
Abilene, Texas
