Customer Engagement Support Specialist - Telecom

Please note: full remote work for this team is taken under consideration for applicants coming in with prior Utility and Coop Industry experience and/or NISC software experience. Applicants from outside the Industry or without a good understanding and baseline knowledge of NISC software will need to be local to the 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.

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 Telecom 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.
• Assist 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.