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Customer Engagement Support Specialist - Telecom

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
North Dakota (USA), United States

Offer summary

Qualifications:

3-5 years of product usage or support experience, Basic knowledge of NISC's products, Project Management, Service Level Management, and Telecom industry.

Key responsabilities:

  • Provide exceptional customer service via phone and email
  • Support customers in using NISC applications like payments and SmartHub
  • Facilitate difficult requests and procedures, assist with software release process
  • Gather and maintain member information, convey customer feedback to product development
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NISC Large https://www.nisc.coop/
1001 - 5000 Employees
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Job description

Please note: full remote work for this team is taken under consideration for applicants coming in with prior Utility and Coop Industry experience and/or NISC software experience. Applicants from outside the Industry or without a good understanding and baseline knowledge of NISC software will need to be local to the Mandan, North Dakota, 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.

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 Telecom 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.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

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