Come work with us and help connect people to the world

This position reports to the eLation Financials Support Manager. It is a full time scheduled based on a 40-hour work week with availability between 8am to 5pm CST.

Remote work will be considered for the right candidate with eLation Financials experience.

Travel is required with this position, both to Mitchell, SD and to our client sites.

Having an accounting or financial software experience and/or education will be critical to your success in this position. Additionally, your technical abilities will enable you to address client’s software-related inquiries.

When you are part of the eLation Financials team, you will:

• Provide exceptional customer service, support, training, and data verification for  our clients that use the software via various channels, including phone, email and a ticketing system.
• Lead software conversions independently, including data verification and assisting clients in configuration of the software to meet their business needs.
• Train clients on functionality within the software.
• Troubleshoot technical issues, and provide step-by-step guidance for issue resolution.
• Understand clients’ accounting processes and offer insights on utilizing the software for optimal results.
• Collaborate with the development team to escalate and prioritize complex technical issues.
• Document and track client interactions and resolutions in our ticketing system.
• Create support documentation, knowledge base articles and video tutorials.

These are skills that we are looking for in our ideal candidate:

• Bachelor’s degree in Accounting, Finance, Business or related field or equivalent experience
• Strong foundational knowledge of accounting principles and practices
• Basic to intermediate technical skills, with the ability to troubleshoot software-related issues
• Excellent communication skills, both written and verbal
• Customer-centric attitude with a focus on delivering exceptional customer support
• Strong organizational skills and the ability to manage multiple client issues and projects simultaneously
• Familiarity with financial software is a plus
• Previous customer support experience is an advantage
• Experience with telecommunication companies, electric cooperatives or municipalities is preferred

These skills would be helpful but are not required:

• Telecommunications industry experience
• Experience working with our eLation Financials software

Innovative Systems is currently seeking applicants for a Technical Support Specialist to join our talented Voice Video Support team.

In this role, you will be responsible for Supporting customer systems and maintaining Voice and Video software applications.

This position is available as onsite, hybrid schedule, remote for the right candidate.

When you are part of the Innovative Systems’ Voice/Video Support team as a Technical Support Specialist, you will:

• Assist clients with installing, provisioning and maintaining Innovative Systems Voice and Video IPTV and HLS video streaming products.
• Deliver outstanding customer service through timely response and proactive solutions with installing, supporting, and configuring Innovative Systems products.
• Diagnose, resolve, and document hardware and software issues promptly and accurately.
• Provide end-user training and support where required.
• Some travel to client sites is required.

These are skills that we are looking for in our ideal candidate:

• Experience with the following software and technologies – Windows operating system, SQL, Linux, Windows Web Servers, Wireshark, network routing, switching, and IP protocols such as TCP, UDP, IGMPv2/3, and similar protocols.
• Understanding of Internet standards in the context of server-based applications, such as TCP-IP, DNS, FTP, SSH, HTML, XML, and other protocols.
• Proficiency in the installation of various types of data communications, network, PC, and server hardware.
• Understanding of Voice Telephony technology, Telephony switching, Voice PBX systems and SIP phone technology.
• Understanding of Video codec technology and video analytics.
• Background in Cable Head End, HLS and RF, IPTV, and other video operations and video service delivery.
• Background Excellent oral and written communication skills and documentation skills.
• Ability to work both independently and in a team environment.
• Desire to keep current with the latest state-of-the-art technology in the areas of communications, networking, protocols, hardware, and software.
• Background in VoIP, Telecommunications, Information technology, Computer Science, Broadband and Wireless studies are beneficial.

In this role, you will be responsible for efficiently managing and addressing daily client issues.  This position is available onsite only, hybrid schedule, or remote for the right candidate.

When you are part of the Customer Care team as a Customer Care Specialist, you will:

• Utilize the software ticketing system to efficiently manage and address daily client interactions
• Conduct formalized training sessions to educate end users on effectively navigating the eLation billing software
• Contribute to and navigate the shared knowledge base to provide valuable resources for clients and coworkers
• Identify and recreate software deficiencies to effectively test and report software bugs
• Organize and deliver software-related presentations at our annual customer conference

These are skills that we are looking for in our ideal candidate:

• Preferred: 2+ years of experience in the software or telecom industry
• Preferred: Bachelor’s degree in business, computer science, or information technology
• Excellent oral and written communication skills
• Ability to handle multiple issues simultaneously while maintaining high attention to detail
• Self-motivated, adaptable to change, and proactive in problem-solving
• Thrives in a collaborative team setting
• May require occasional travel, up to 25%

These skills would be helpful but are not required:

• Telecommunications industry experience
• Experience with the eLation Software Suite of Products