Support Specialist - Customer Care & Billing (Broadband) at NISC

<p><span data-contrast="auto">This position reports to the Mandan, North&nbsp;Dakota,&nbsp;office. Candidates need to be local to the&nbsp;Bismarck/Mandan area and&nbsp;able to&nbsp;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.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">We are unable to accommodate candidates requesting remote work for this opening&nbsp;who do not have prior NISC software experience.</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">These positions support our Customer Care and Billing software products for our&nbsp;Broadband/Communication&nbsp;Members. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">What Our Support Team Does</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Assists&nbsp;members in all aspects of application support including troubleshooting, training, and research</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Follows up on issue resolutions</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Assist&nbsp;with software release processes</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Prepares training resources as needed including presentations, documentation, and training curriculum for Members and co-workers</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Communicates&nbsp;with development staff to convey customer feedback</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Performs either on-site or remote training to our members</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Provides after-hours support via an on-call support phone rotation</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Travel to Member sites as needed</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Public speaking and presenting as needed</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-ccp-props="{}"> Leverage generative AI tolls &amp; technologies to enhance productivity, creativity, and problem-solving within the scope of the role.</span></li> <li><span data-contrast="auto">Demonstrates a commitment to NISC’s statement of Shared Values</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Desired Experience</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Previous&nbsp;customer support experience (providing customer service via phone is helpful)</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Basic knowledge of Project Management processes</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Excellent written and verbal communication skills</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Excellent telephone etiquette and the ability to deal effectively with customers</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Strong PC skills</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Ability to lead and teach others</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Ability to work in a team and independently</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Previous&nbsp;experience with presentations or public speaking</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-contrast="auto">Knowledge of the Utility, Broadband/Communication, or Cooperative industry is a plus</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Desired Education</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">Bachelor's degree in a business-related&nbsp;field&nbsp;preferred, or equivalent experience. Minimum high school diploma.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">About Us</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-teams="true">NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.&nbsp;</span></p> <p>Learn more about our Support opportunities in the video below!</p> <p>&nbsp;</p> <p><iframe src="https://www.youtube.com/embed/BfdACLJjsQs" width="560" height="315"></iframe></p>