Would you like to build a career with a company who stresses the importance of solid relationships and presents a challenging work load? NISC is ranked in ComputerWorld’s Best Places to Work survey for fifteen consecutive years and we are looking for a qualified individual to join our Accounting and Business Solutions 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 highly motivated person will assist Members/Customers in all aspects of application support, including problem solving, training, and on-going support.
This position reports to a support team lead, and works closely with the support team and team’s software engineers in resolving issues. This position emphasizes customer service and ability to problem solve and troubleshoot. Ideal candidate will be highly self-motivated and eager to learn.
Embrace this opportunity to work in a highly collaborative team environment, while also applying your accounting and business skill set!
Provides superior customer support to internal and external customers in all encounters.
Assists customers in all aspects of application support including problem solving, training, and on-going support.
Prepares Change Requests (CRs) and follow-up to resolution.
Performs research of basic application problems, resolves issues for Member/Customers who are using the application and recommends changes or enhancements as directed.
Facilitate and follow up with Member/Customers on basic requests and procedures.
Assists with mass communications to Member/Customers.
Assists with software release process.
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 coworkers as assigned.
May prepare materials and deliver National IT Learning Center classes.
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.
May be required to travel to customer sites.
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 other integrated industry applications and services.
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.
Familiarity with other integrated applications and services.
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.
Bachelors Degree in a business-related field or equivalent experience.
Employees in the Accounting and Business Solutions applications must possess a basic knowledge of Accounting principles.
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.
Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.
Internal Number: 19-323 (20-16)
About National Information Solutions Cooperative
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.