Support Specialist - Asset & Ticket Management

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-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. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team. 

This position reports to the Mandan, North Dakota, office. Candidates need to be local to the Bismarck/Mandan area and able to work on-site during the week. A hybrid office/work-from-home schedule is a possibility after training. The work schedule will be discussed during the interview process. 

We are unable to accommodate candidates requesting remote work for this opening who do not have prior NISC software experience. 

Summary:

This position is in our Member Success Division and is responsible for providing troubleshooting and support for NISC’s Asset Management and Ticket Management applications. The role involves assisting Members through phone, email, and other electronic communication channels to address questions and resolve issues. 

To ensure successful resolution, this position may collaborate with both internal teams and external partners. Responsibilities include diagnosing problems, guiding Members through solutions, and providing training on Asset Management and Ticket Management processes. 

NISC’s Asset Management and Ticket Management applications empower Members to efficiently track network equipment and manage subscriber-reported issues, ensuring reliable operations and enhanced service delivery. 

Essential Duties:

• Provide superior customer support to internal and external customers in all aspects of application support.
• Prepare cases and follow-up to resolution.
• Assist in performing research of basic level application problems, resolve issues for Member/Customers.
• May deliver training to Member/Customers remotely
• Commitment to NISC’s Statement of Shared Values.
• Other duties as assigned.

Knowledge, Skills & Abilities Preferred:

• 1+ years of related experience preferred.
• Basic level knowledge of business-related software applications and services.
• Basic level knowledge of the Energy and/or Communications industries.
• Strong verbal and written communication skills.
• Excellent telephone/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.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Basic level ability to demonstrate initiative & accountability.
• Basic level ability to multi-task and time manage.
• Ability to travel as often as 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 absolutely necessary to the success of each individual and the organization.

Education Preferred:

Bachelor’s Degree in a business-related field or equivalent experience.

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. While performing the essential functions of this position, employees must be able to see and communicate.  Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

 Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.