Support Specialist - Customer Engagement (Marketing)
NISC
Application
Details
Posted: 23-Mar-23
Location: Nationwide
Type: Full Time
Additional Information:
Telecommuting is allowed.
Primary Responsibilities
Would you like to build a career with a company who stresses the importance of solid relationships and presents fun and challenging work? NISC is ranked in ComputerWorld’s Best Places to Work survey for 19 consecutive years, and we are looking for a qualified individual to join our Customer Engagement Support team. Become part of a team that is responsible for providing exceptional customer service via phone and e-mail, while supporting NISC Member/Customers in their use of NISC software. This highly motivated person will assist Member/Customers in all aspects of application support including troubleshooting, training, and on-going support. Software supported by this position include iVUE Connect Marketing and iVUE Broadband LeadAgent, which operate within Salesforce, and are fully integrated marketing solutions that help NISC Member/Customers connect with their community and end consumers. Additional areas of support include NISC developed SmartHub Order Management (SHOM), Multi-channel messenger, SmartHub and Payment channels. A background in Salesforce, marketing, software support, payments, and broadband and electric industry is preferred for success in this position.
**Full remote work is taken under consideration for applicants outside of the local NISC office locations coming in with prior Coop Industry experience and/or NISC software experience. Applicants from outside the Industry or without NISC software experience will need to be local to an NISC office and able to work on-site during the week. 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.
Essential Duties:
Assist Member/Customers in all aspects of application support for NISC developed suite of marketing products via phone, e-mail, or cases assigned via Service Center. Primary focus includes IVUE Connect Marketing, iVUE Broadband LeadAgent and SmartHub Order Management (SHOM).
Components of iVUE Connect Marketing and LeadAgent include Crowdsourcing, Campaign Management, Sales Opportunities, Market Segmentation, Incentive Compensation, and Program Management.
Additional product support areas include Multi-channel messenger, SmartHub, and Payments.
Provide superior customer support to internal and external customers in all aspects of application support including troubleshooting, training, and on-going support.
Prepare cases using Service Center and follow-up to resolution.
Perform research of moderate level application problems, resolve issues for Member/Customers.
May perform training or deliver remote application training to Member/Customers via remote learning tools.
May participate in Change Review Boards (CRBs) teams regarding application enhancements.
Serves as “go to” person for product area.
May serves as mentor to other employees in applications and processes.
Provide after-hours support as needed as part of an on-call rotation.
Represent the Customer Engagement Support team on the NISC Community, at NISC Workshops, the Member Information Conference, and Advisory Committees.
Some travel is necessary to meet the goals and objectives of the position.
Commitment to NISC’s Statement of Shared Values.
Other duties as assigned.
Knowledge, Skills & Abilities Preferred:
1 year of experience in at least one of the following areas: Salesforce, software support, marketing, or payments.
Proven commitment to Member/Customer satisfaction.
Basic level knowledge of business-related software applications and services.
Basic level knowledge of Salesforce software is preferred, but not required.
Basic level knowledge of the Utility and/or Broadband industries.
Excellent verbal and written communication skills.
Excellent phone/email etiquette and an ability to deal effectively with Member/Customers.
Basic level research and problem-solving skills with a strong attention to detail.
Basic ability to troubleshoot.
Basic level ability to demonstrate initiative & accountability.
Basic level ability to multitask and time manage.
Some travel is necessary to meet the goals and objectives of the position.
NISC’s Shared Values & Competencies:
Integrity – We are committed to doing the right thing – always.
Relationships – We are committed to building and preserving lasting relationships.
Innovation – We promote the spirit of creativity and champion new ideas.
Teamwork – We exemplify the cooperative spirit by working together.
Empowerment – We believe individuals have the power to make a difference.
Personal Development – We believe the free exchange of knowledge and information is necessary to the success of each individual and the organization.
Education Preferred:
Bachelor’s Degree in a business-related field or equivalent experience.
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.
