NISC specializes in developing and deploying enterprise level and customer-facing software solutions for over 700+ utilities and telecoms across North America. Our mission is to deliver technology solutions and services that are Member and Customer focused, quality driven, and valued priced. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support.
This position will manage Customer Care & Billing special projects for Member/Customers for both utility and broadband industries. This individual will be expected to manage a special projects schedule while multi-tasking several projects at once. Embrace this opportunity to use your people skills to conduct a high level of effective customer interaction and utilize your project management skills to establish expectations and timelines throughout the special project process. Become an active member of the team by providing application support to customers, conduct training, and respond to questions regarding the software application and the special project.
Provide superior customer support to internal and external customers in all encounters. .
Prepare and monitor the Project Plan utilizing Smartsheet when necessary.
Determine expectations and timelines of the Member’s project.
Communicate with all parties involved in the project.
Reviewing and auditing all functionality as well as configuration setup
Complete required project documents and utilize support tools and best practices, as directed.
May prepare materials and deliver learning courses, including but not limited to the Member Information Conference.
Conduct Member/Customer discussion operational processes to determine scope of processes currently performed and future needs.
May be called upon to assist in other implementation areas and design teams.
May be called upon to participate in testing of new product development or enhancements.
Travel to customer sites as necessary to meet the business objectives.
Share after-hours support rotation.
Desired Job Experience:
Generally requires 3+ 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 Utility industry applications and services.
Basic knowledge of Project Management processes and theory.
Familiarity with the Utility or Telecom industry, including the operations and business requirements.
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 that include innovation and the ability to identify long-term solutions that influence NISC full Membership.
Strong PC skills.
Ability to effectively lead, influence, teach and mentor 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.
Commitment to NISC’s Statement of Shared Values.
High School diploma or equivalency required
Bachelor’s Degree in a business-related field or equivalent experience preferred.
Telecommuting is allowed.
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.