Support Specialist - Customer Engagement (Broadband) at NISC

<p>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.</p> <p>We are unable to accommodate candidates requesting remote work for this opening.</p> <p><strong>Primary Responsibilities</strong></p> <p>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. &nbsp;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.</p> <p><strong>Essential Functions</strong></p> <ul> <li>Provides superior customer support to internal and external customers in all encounters.</li> <li>Assist Member/Customers in all aspects of application support for NISC developed suite of products related to payments, SmartHub, and Multi-Channel Messenger.</li> <li>Prepares Change Requests (CRs) and follow-up to resolution.</li> <li>Performs research of difficult application problems, resolves issues for Member/Customers who are using and recommends changes or enhancements as directed.</li> <li>Facilitate and follow up with Member/Customers on difficult requests and procedures.</li> <li>Assists with mass communications to Member/Customers.</li> <li>Assists with software release process.</li> <li>Gather, maintains and audits Member information in the configuration database.</li> <li>Utilizes all support tools as directed.</li> <li>Conveys customer feedback to product development staff as appropriate.</li> <li>Perform on-site training or deliver remote application training to Member/Customers via Web Tools.</li> <li>Provides after hours support.</li> <li>May develop and deliver training to co-workers as assigned.</li> <li>May perform training or deliver remote application training to Member/Customers via remote learning tools.</li> <li>May prepare materials and deliver Member information Conference (MIC) sessions.</li> <li>May be called upon to assist in other support areas.</li> <li>May be called upon to participate on design teams regarding application enhancements.</li> <li>May be called upon to participate in testing of new product development or enhancements.</li> <li>Travel as necessary to meet the goals and objectives of this position.</li> <li>Other duties as assigned.</li> </ul> <p><strong>Desired Job Experience</strong></p> <ul> <li>Generally requires 3-5 years of product usage or support experience either at NISC or similar related experience.</li> <li>Basic knowledge of NISC's products’ features and functionality.</li> <li>Basic knowledge of Project Management processes and theory.</li> <li>Basic knowledge of Service Level Management (SLM) best practices.</li> <li>Basic knowledge of the Utility or Telecom industry a plus.</li> <li>Familiarity with other integrated applications and services.</li> </ul> <p><strong>Important Skills</strong></p> <ul> <li>Excellent verbal and written interpersonal and communication skills.</li> <li>Excellent presentation and training skills.</li> <li>Excellent telephone etiquette and an ability to deal effectively with Member/Customers.</li> <li>Excellent research and problem solving skills with a strong attention to detail.</li> <li>Strong PC skills.</li> <li>Ability to effectively lead, influence and teach others.</li> <li>Ability to organize and prioritize.</li> <li>Ability to interact in a positive manner with internal and external contacts.</li> <li>Ability to work independently, as well as in a team environment</li> <li>Ability to travel as often as necessary to meet the goals and objectives of the position.</li> <li>Commitment to NISC’s Statement of Shared Values.</li> </ul> <p><strong>Desired Education</strong></p> <p>Bachelor's degree in a business-related field or equivalent experience.</p>