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 and telecommunications cooperatives and companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering and operations, as well as many other leading-edge IT solutions. NISC is ranked in ComputerWorld’s Best Places to Work survey for twenty consecutive years and we are looking for qualified individuals to join our Team.
This position supports our Customer Care and Billing software – specific to Capital Credits. This portion of the software manages allocations and estate and general retirements. This team member will work closely with the Member and our software engineers to support, troubleshoot, research, and resolve issues within the software product.
What Our Support Does:
Assists members in all aspects of application support including troubleshooting, training, and research
Follows up on resolutions
Researches difficult application problems, and may recommend changes or enhancements to the product
Maintains and audits Member information in the configuration database
Assist with software release processes
Communicates with development staff to convey customer feedback
Performs either on-site or remote training to our members. Delivering training to other NISC team members may also be required.
May prepare materials and deliver Member training sessions at NISC’s Member Information Conference
Travel to customer sites to deliver training may be required
Provides after-hours support via an on-call support phone rotation
Desired Experience and Skills:
Previous customer support experience (providing customer service via phone is helpful.)
Basic knowledge of Project Management processes and theory
Basic knowledge of Service Level Management (SLM) best practices
Excellent written and verbal communication skills in conjunction with excellent presentation and training skills
Excellent telephone etiquette and the ability to deal effectively with customers
Strong PC skills
Ability to teach and influence others
Ability to work in a team and independently
Previous experience with presentations or public speaking
Candidates must be able to travel as often as required for the position
Desired Education:
Bachelor's degree in a business-related field preferred, or equivalent experience. Successful applicants 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.
Disclaimer:
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
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 1,300 individuals in three cities (Lake Saint Louis, MO, Mandan, ND, and Cedar Rapids, IA). 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.
