What are the responsibilities and job description for the Support Specialist - Customer Care & Billing (Utility & Broadband) position at National Information Solutions Cooperative (NISC)?
Please note: full remote work for this team is taken under consideration for applicants coming in with prior NISC software experience. Applicants without a good understanding and baseline knowledge of NISC software will need to be local to the Lake Saint Louis, Missouri, office or Mandan, North Dakota, office and able to work on-site during the week to maximize training and learning. A hybrid office/work-from-home schedule is a possibility in these instances after training. The work schedule will be discussed during the interview process.
We will not be able to consider candidates for a fully remote position without the requirements above being met.
These positions support our Customer Care and Billing software products for our Broadband and Utility Members. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product.
What Our Support Team Does
- Assists members in all aspects of application support including troubleshooting, training, and research
- Follows up on issue resolutions
- Assist with software release processes
- Prepares training resources as needed including presentations, documentation, and training curriculum for Members and co-workers
- Communicates with development staff to convey customer feedback
- Performs either on-site or remote training to our members
- Provides after-hours support via an on-call support phone rotation
- Travel to Member sites as needed
- Public speaking and presenting as needed
- Demonstrates a commitment to NISC’s statement of Shared Values
Desired Experience
- Previous customer support experience (providing customer service via phone is helpful)
- Basic knowledge of Project Management processes
- Excellent written and verbal communication skills
- Excellent telephone etiquette and the ability to deal effectively with customers
- Strong PC skills
- Ability to lead and teach others
- Ability to work in a team and independently
- Previous experience with presentations or public speaking
- Knowledge of the Utility, Broadband, or Cooperative industry is a plus
Desired Education
Bachelor's degree in a business-related field preferred, or equivalent experience. Minimum high school diploma.
About Us
NISC develops and implements enterprise-level and customer-facing software solutions for over 900 utilities and Broadbands across North America. Our mission is to deliver technology solutions and services that are Member and Customer 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.
Learn more about our Support opportunities in the video below!
