Support Specialist - Customer Engagement (broadband)

Support Specialist - Customer Engagement (Broadband)

This position reports to the Mandan, North Dakota, office. Candidates need to be local to the Mandan area and have the ability to work on-site during the week. A hybrid office/work-from-home schedule is a possibility after training. The work schedule will be discussed during the interview process.

We are unable to accommodate candidates requesting remote work for this opening.

Primary Responsibilities

NISC is ranked in ComputerWorld's Best Places to Work survey for 20 consecutive years and we are looking for a qualified individual to join our Broadband area on our Customer Engagement Support team. Become part of a team that is responsible for providing exceptional customer service via the telephone and e-mail, while supporting NISC Member/Customers in their use of NISC's applications. This team member will assist customers in all aspects of application support including troubleshooting, training, and on-going support for NISC's payments, SmartHub, and Multi-Channel Messenger solutions.

Essential Functions

• Provides superior customer support to internal and external customers in all encounters.
• Assists Member/Customers in all aspects of application support for NISC developed suite of products related to payments, SmartHub, and Multi-Channel Messenger.
• Prepares Change Requests (CRs) and follow-up to resolution.
• Performs research of difficult application problems, resolves issues for Member/Customers who are using and recommends changes or enhancements as directed.
• Facilitate and follow up with Member/Customers on difficult requests and procedures.
• Assists with mass communications to Member/Customers.
• Assists with software release process.
• Gather, maintains and audits Member information in the configuration database.
• Utilizes all support tools as directed.
• Conveys customer feedback to product development staff as appropriate.
• Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
• Provides after hours support.
• May develop and deliver training to co-workers as assigned.
• May perform training or deliver remote application training to Member/Customers via remote learning tools.
• May prepare materials and deliver Member information Conference (MIC) sessions.
• May be called upon to assist in other support areas.
• May be called upon to participate on design teams regarding application enhancements.
• May be called upon to participate in testing of new product development or enhancements.
• Travel as necessary to meet the goals and objectives of this position.
• Other duties as assigned.

Desired Job Experience

• Generally requires 3-5 years of product usage or support experience either at NISC or similar related experience.
• Basic knowledge of NISC's products' features and functionality.
• Basic knowledge of Project Management processes and theory.
• Basic knowledge of Service Level Management (SLM) best practices.
• Basic knowledge of the Utility or Telecom industry a plus.
• Familiarity with other integrated applications and services.

Important Skills

• Excellent verbal and written interpersonal and communication skills.
• Excellent presentation and training skills.
• Excellent telephone etiquette and an ability to deal effectively with Member/Customers.
• Excellent research and problem solving skills with a strong attention to detail.
• Strong PC skills.
• Ability to effectively lead, influence and teach others.
• Ability to organize and prioritize.
• Ability to interact in a positive manner with internal and external contacts.
• Ability to work independently, as well as in a team environment.
• Ability to travel as often as necessary to meet the goals and objectives of the position.
• Commitment to NISC's Statement of Shared Values.

Desired Education

Bachelor's degree in a business-related field or equivalent experience.