Software Support Specialist

For more than 50 years, NISC has worked to develop technology solutions for our customers, who we call our “Members”. Those Members are comprised primarily of 950+ utility and broadband companies across the country and abroad, and we strive to provide services and technology to help them operate efficiently and better serve their end users. Our Members have over 16 million end customers (residential and businesses who receive power, internet, television and/or telephone services) that our enterprise software solution enables our Members to compete effectively in the industry, while excelling in customer service.

In this position, you will be responsible for usage verification and research, report analysis and monthly billing for existing Carrier Access Billing, Data Mediation Service and End User Billing member/customers. Utilizing your customer service and critical thinking skills, you will support our CABs, DMS and EUB solutions via telephone and email. Preference will be given to those with knowledge in these areas and experience in member/customer service.

Essential Duties:

• Review and verify files received for analysis and processing.
• Verify reports that track daily input files.
• Monitor daily and monthly data center processes that prepare billing records for assigned customers.
• Maintain documentation of customer’s business requirements and status of jobs.
• Provide superior customer service to internal and external customers in all aspects of application support.
• Responsible to assist coworkers as needed.
• Review all files for completeness.
• Troubleshoot basic errors in the processing of records.
• Prepare data center reports.
• Answer basic customer questions regarding the bills.
• Perform research of basic processing changes, questions, or errors.
• Other duties as assigned.
• Commitment to NISC’s Statement of Shared Values.

Knowledge, Skills & Abilities Preferred:

• Basic level knowledge of business-related software applications and services.
• Basic level knowledge of Telecom industry experience either at NISC or at a telecom Company.
• Knowledge of telecom billing terminology, concepts, and practices preferred.
• Knowledge of NISC’s CABs and EUB/DMS billing applications preferred.
• Ability to execute basic Unix commands and navigates through directory structures.
• Understanding of Progress relational databases and table structures preferred.
• Knowledge of AMA and EMI formatted records preferred.
• Basic level knowledge of other integrated Telecom applications and services.
• Basic level ability to troubleshoot basic level in complexity software errors.
• Strong attention to detail.
• Basic level ability to organize and prioritize a large work volume within established deadlines.
• Ability to work independently.
• Strong ability to interact in a positive manner with internal and external contacts.
• Ability to travel as often as necessary to meet the 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.

Work Schedule: 

• Hybrid from one of our office locations:  
  • Cedar Rapids, IA
  • Lake Saint Louis, MO
  • Mandan, ND 
• Hybrid Schedule: Minimum of working 3 day per week out of an office location and ability to work up to all 5 days a week from an office location.
  • Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose.

Education Preferred:

Associates Degree in a 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.