Key Facts

Remote From:

Full time

English

Hard Skills

Billing Generative Artificial Intelligence Cross-Functional Collaboration Presentation Design Engineering Documentation Application Development Developing Training Materials Project Management Root Cause Analysis Software Release Life Cycle Issue Management On-The-Job Training Help Desk Support Online Communication

Other Skills

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Troubleshooting (Problem Solving)
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Customer Service
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Research
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Non-Verbal Communication
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Public Speaking
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Leadership
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Teamwork
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Customer Service
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Coaching
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Problem Solving

Roles & Responsibilities

Bachelor's degree in a business-related field preferred, or equivalent experience; minimum high school diploma.
Previous customer support experience, with strong written and verbal communication skills.
Proficiency with PCs and familiarity with project management processes; ability to lead and train others.
Public speaking/presentations experience and knowledge of the Utility/Broadband/Cooperative industry a plus.

Requirements:

Assists members in all aspects of application support including troubleshooting, training, and research.
Follows up on issue resolutions and communicates with development staff to convey customer feedback.
Prepares training resources including presentations, documentation, and training curriculum; delivers on-site or remote training.
Provides after-hours support via an on-call rotation and travels to member sites as needed; public speaking as required.

NISC

About NISC

National Information Solutions Cooperative (NISC) is an information technology organization that develops, implements and supports software and hardware solutions for our Members/Customers. We deliver advanced solutions, services and support to more than 945 independent telephone companies, electric cooperatives and other public power entities in all 50 states, American Samoa, Palau and Canada. NISC is an industry leader providing information technology solutions including billing, accounting, operations, automated mailroom services, third-party integration as well as many other solutions. With facilities in Mandan, N.D., Lake Saint Louis, Mo., Cedar Rapids, Iowa, and Blacksburg, Va., NISC and its subsidiaries employ more than 1,300 professionals between the four locations and at virtual office sites around the country. Additional information can be found at www.nisc.coop or by calling: 866.999.6472.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

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!