Support Specialist - Customer Care & Billing (Broadband)

National Information Solutions Cooperative (NISC) • Mandan, ND

21h • Hybrid

About The Position

These positions support our Customer Care and Billing software products for our Broadband/Communication Members. Our support specialists work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product. Leverage generative AI tolls & technologies to enhance productivity, creativity, and problem-solving within the scope of the role. Demonstrates a commitment to NISC’s statement of Shared Values.

Requirements

• 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
• Minimum high school diploma

Nice To Haves

• Knowledge of the Utility, Broadband/Communication, or Cooperative industry is a plus
• Bachelor's degree in a business-related field preferred, or equivalent experience.

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees