Support Specialist - Customer Care & Billing (Broadband)

Support Specialist - Customer Care & Billing (Broadband)

Mandan, ND

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 tools & 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.