Kelley AuClaire

Responsible for providing technical assistance and troubleshooting to NISC members regarding their utility and broadband management software, primarily focusing on resolving issues related to service orders, work management systems, and billing through phone, email, and chat support, often requiring collaboration with software engineers to identify and implement solutions; they may also conduct training sessions for members on how to effectively use the NISC applications.

Key responsibilities may include:

• Troubleshooting issues:Diagnosing and resolving technical problems within NISC software applications, including issues with data entry, workflow, reporting, and integrations.
• Customer support:Answering member inquiries, providing guidance on system usage, and managing customer expectations.
• Training and documentation:Creating and delivering training materials, both online and in-person, to educate members on new features and updates within the NISC system.
• Software release support:Assisting with testing new software updates and providing feedback to development teams.
• Issue escalation:Identifying complex problems and escalating them to appropriate technical teams for further analysis.
• Data analysis:Reviewing system logs and usage data to identify trends and potential issues.
• On-call support:Providing after-hours support on a rotating basis to address urgent member issues.

Required skills and knowledge:

• Strong understanding of the utility and broadband industry
• Familiarity with NISC software applications, including work management systems, service order processes, and billing modules
• Excellent customer service skills and ability to effectively communicate technical information to non-technical users
• Troubleshooting and problem-solving abilities
• Proficiency in Microsoft Office suite and other relevant software tools
• Ability to work independently and as part of a team
• Support Specialist - Customer Care & Billing (Utility & Broadband) ...Jan 20, 2025 — * Assists members in all aspects of application support including troubleshooting, training, and research.
• Respond to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Responded to customer inquiries and provided technical assistance over phone and in person.

• Process and review monthly Bill Cycles
• DQ2 set up, schedule and Load to SharePoint
• EFT (Autopay) Process
• Credit Bureau
• System Survey, follow-up and completion in CIS and Livewire
• Crash Reports
• Rate Verification
• AR adjustments, ACH Returns, research of Service order flow
• Meter Exchanges, Estimating and Back Billing for stopped meters
• Inactive Refunds
• Erroneous read corrections, Rate Schedule review and updates
• LIEAP Adjustments
• SUN and TOU meter exchanges and transfers
• MSR, Collections, Cashier Duties
• Served as one of the primary contacts for member with question regarding their account
• Maintain delinquent accounts and associated processes
• Bill assistance program and agency knowledge Receive and process payments from member through the mail, drive up window, front counter and drop box
• Cash drawer balancing, remittance processor, deposits and filing
• Generate Service Orders
• Landlord Agreements

• Company Overview: Department of Parks, Recreation and Community Services
• Served as the sole administrative assistant for the department
• Provided public relations and customer service functions
• Researched information on available grants and products
• File systems management
• Computer data processing
• Development of presentations and information for the Park Board, Tree Advisory, Bike and Pedestrian and Weed Advisory Committee's and the City Council
• Cash receipting and Accounts Payable (invoicing and bill coding to correct departments)
• Daily deposits, registration design and processing
• Assist with promotions, advertising and marketing of recreation programs
• Assist with recreation services administration and development of programs
• Weed, tree and general complaints documentation following with enforcement
• Secretary for Parks Committees (Minutes) with communication with Board members, scheduling meetings and creating agendas for all committees
• Department of Parks, Recreation and Community Services

• Unloaded and loaded package cars in a timely and professional manner
• Performed DOT Hazmat and OSHA duties
• Local Sort management of scheduling trucks for on time departures
• Managing employees duties, scheduling, and safety procedures
• Data Entry

• Conducted ticketing, check-in, reservations for customers
• Assisted customers with flight complications and lost luggage
• Performed cargo duties and aircraft weight and balance
• Ramp Coordinator
• Shipping and Handling Cargo

• Conducted ticketing, check-in, on-time departures, gate duties
• Service Cabin of airplane in a timely manner for an on-time departure