Support Specialist - Customer Care & Billing (Broadband)
About The Position
This position reports to the Mandan, North Dakota, office. Candidates need to be local to the Bismarck/Mandan area and able 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. We are unable to accommodate candidates requesting remote work for this opening who do not have prior NISC software experience. 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. 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 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
Nice To Haves
- Previous experience with presentations or public speaking
- Knowledge of the Utility, Broadband/Communication, or Cooperative industry is a plus
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
