Support Specialist - Data Center Operations (Broadband)

National Information Solutions Cooperative (NISC)•Mandan, ND

About The Position

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. In this position, you will be responsible for usage verification and research, report analysis and monthly billing for existing Carrier Access Billing, Data Mediation Service and End User Billing member/customers. Utilizing your customer service and critical thinking skills, you will support our CABs, DMS and EUB solutions via telephone and email. Preference will be given to those with knowledge in these areas and experience in member/customer service.

Requirements

Basic level knowledge of business-related software applications and services.
Basic level ability to troubleshoot basic level in complexity software errors.
Strong attention to detail.
Basic level ability to organize and prioritize a large work volume within established deadlines.
Ability to work independently.
Strong ability to interact in a positive manner with internal and external contacts.
Ability to travel as often as necessary to meet the objectives of the position.

Nice To Haves

Basic level knowledge of Telecom industry experience either at NISC or at a telecom Company.
Knowledge of telecom billing terminology, concepts, and practices preferred.
Knowledge of NISC's CABs and EUB/DMS billing applications preferred.
Ability to execute basic Unix commands and navigates through directory structures.
Understanding of Progress relational databases and table structures preferred.
Knowledge of AMA and EMI formatted records preferred.
Basic level knowledge of other integrated Telecom applications and services.

Responsibilities

Review and verify files received for analysis and processing.
Verify reports that track daily input files.
Monitor daily and monthly data center processes that prepare billing records for assigned customers.
Maintain documentation of customer’s business requirements and status of jobs.
Provide superior customer service to internal and external customers in all aspects of application support.
Responsible to assist coworkers as needed.
Review all files for completeness.
Troubleshoot basic errors in the processing of records.
Prepare data center reports.
Answer basic customer questions regarding the bills.
Perform research of basic processing changes, questions, or errors.
Other duties as assigned.
Commitment to NISC’s Statement of Shared Values.