Support Intern

3 weeks ago

Mandan, North Dakota, United States NISC Full time

Job Summary:

This is an entry-level role working with our Broadband Operations solutions in the Member Success division. The successful candidate will provide superior customer support to internal and external customers, assist with troubleshooting and on-going support, and be responsible for follow-up with members on Change Requests (CRs).

Key Responsibilities:

  • Provide exceptional customer support to internal and external customers.
  • Assist customers with application support, including troubleshooting and on-going support.
  • Follow up with members on Change Requests (CRs) being researched by various support groups.
  • Assist with email communication with external customers.
  • Responsible for customer voicemails left on support mailbox.
  • Assist with Enterprise Solutions NISC Community posts.
  • Prepare Change Requests (CRs) and follow up to resolution.
  • Follow up with customers on recommended changes or resolutions on CR's waiting on customer response.
  • Follow up with Member/Customers on 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.
  • May be called upon to assist in other support areas.
  • May be called upon to participate in testing of new product development or enhancements and documentation.
  • Assist with contacting customers when QA closed CR's for future release.
  • Assist in reviewing system and training documentation.

Requirements:

  • Basic knowledge of Project Management processes and theory.
  • Basic knowledge of Service Level Management (SLM) best practices.
  • Basic knowledge of the Broadband industry.
  • Familiarity with other integrated applications and services.
  • 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 with a strong attention to detail.
  • Strong PC skills.
  • Ability to effectively lead, influence, and teach 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.

Education and/or Certification(s):

  • High School diploma or equivalency required.
  • Pursuing Bachelor's Degree in a business-related field.

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.

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