This position reports to the Mandan, North Dakota, office. Candidates need to be local to the Mandan area and have the ability 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.

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 Broadband 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.

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 

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/Communication, 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 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. 

Learn more about our Support opportunities in the video below!

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 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 Energy 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 960+ utilities and broadbands 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.

Learn more about our Support opportunities in the video below!

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. 

Essential Duties:

• 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.

 Knowledge, Skills & Abilities Preferred:

• Basic level knowledge of business-related software applications and services.
• 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.
• 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.

NISC’s Shared Values & Competencies: 

• Integrity – We are committed to doing the right thing – always.
• Relationships – We are committed to building and preserving lasting relationships.
• Innovation – We promote the spirit of creativity and champion new ideas.
• Teamwork – We exemplify the cooperative spirit by working together.
• Empowerment – We believe individuals have the power to make a difference.
• Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization.

Education Preferred:

Associates Degree in a related field or equivalent experience.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate.  Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.

Note: This is not an active opening

We utilize this opening to grow our pipeline for future openings within this division and will review your application as an applicable position comes available.

Would you like to build a career with a company that stresses the importance of solid relationships and offers a stimulating workload? NISC is ranked in ComputerWorld’s Best Places to Work survey for twenty-two years and we are looking for qualified individuals to join our team. 

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ utilities and broadbands 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. 

The primary focus of the Member Support division is the day-to-day care of NISC Members after they have been converted to our products. When a new product is installed at a Member site, the Professional Services team continues to support the Member for a short period after the implementation.  Once the implementation project is closed, the Member is transitioned to the Support & Regional Business Manager Teams, where they will be cared for from that point on.

Some examples of career opportunities in this division include:

• Support Specialist
• Technical Support Specialist
• Account Manager
• Engagement Analyst

Apply today!