Support Specialist - Telecom Customer Care & Billing Software at National Information Solutions Cooperative (NISC)

NISC is ranked in ComputerWorld’s Best Places to Work survey for fourteen consecutive years and is known for its focus on building relationships and challenging employees to grow in their careers. NISC is seeking a qualified individual to join their Telecom Support team. The role involves providing exceptional customer service and technical support to NISC Member/Customers in their use of NISC’s applications. The ideal candidate will have strong interpersonal and communication skills, as well as the ability to troubleshoot, train, and provide ongoing support to customers. Responsibilities: - Provide superior customer support to internal and external customers in all encounters. - Assist customers in all aspects of application support including troubleshooting, training, and ongoing support. - Prepare Change Requests (CRs) and follow-up to resolution. - Perform 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. - Assist with mass communications to Member/Customers. - Assist with software release process. - Gather, maintain, and audit Member information in the configuration database. - Utilize all support tools as directed. - Convey customer feedback to product development staff as appropriate. - Perform on-site training or deliver remote application training to Member/Customers via Web Tools. - Provide after-hours support. - May develop and deliver training to co-workers 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.

Support Specialist - Telecom Customer Care & Billing Software

Requirements and responsibilities

Skills wanted:

Language(s) required:

About National Information Solutions Cooperative (NISC):

mission:

www.nisc.coop

Admin access needed

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