Please note : f ull 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
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.