Customer Engagement Support Specialist - Telecom

To qualify for the Customer Engagement Support Specialist role at NISC, you'll typically need 3-5 years of product usage or support experience, preferably related to NISC or similar environments. A basic understanding of NISC’s products, project management processes, and the utility or telecom industry is beneficial. Additionally, strong communication skills, attention to detail, and the ability to work both independently and in a team are essential.

Yes, the Customer Engagement Support Specialist position at NISC is potentially remote-friendly for individuals with prior Utility and Coop Industry experience and knowledge of NISC software. Candidates lacking this experience will be required to work on-site in Mandan, ND, initially to ensure proper training, but a hybrid schedule may be possible after training is complete.

As a Customer Engagement Support Specialist at NISC, your responsibilities will include providing exceptional customer service through various channels, troubleshooting application issues for Member/Customers, preparing Change Requests, conducting training sessions, and contributing feedback to product development. You'll also be involved in research and problem resolution, ensuring that our customers can effectively utilize NISC’s advanced solutions.

NISC emphasizes employee development through various training opportunities. As a Customer Engagement Support Specialist, you will receive comprehensive onboarding training, ongoing support to enhance your knowledge of our applications, and opportunities to develop and deliver training sessions. NISC is committed to ensuring employees are well-equipped to succeed and grow in their roles.

To excel as a Customer Engagement Support Specialist at NISC, you'll need excellent verbal and written communication skills, strong problem-solving abilities, and attention to detail. Being adept at organizing and prioritizing tasks is vital, as is the ability to collaborate positively with internal teams and external customers. Technical proficiency with PCs and a commitment to customer satisfaction are also important.

A typical day for a Customer Engagement Support Specialist at NISC involves interacting with customers through phone and email, assisting with application support, and troubleshooting tech issues. You'll conduct training sessions, manage Change Requests, and collaborate with internal teams to resolve customer needs. Each day presents new challenges, ensuring you'll learn and grow continuously!

To prepare for the Customer Engagement Support Specialist role at NISC, familiarizing yourself with NISC’s application suite, particularly around payments and telecom services, is essential. Gaining experience in customer service, honing your communication skills, and understanding basic telecom industry concepts will greatly enhance your candidacy. Additionally, reflecting on how you approach problem-solving can set you up for success in interviews.

In answering this question, focus on specific customer support roles you have held in the telecommunications sector. Highlight instances where you successfully managed difficult customer interactions, the tools you used for support, and any measurable outcomes such as customer satisfaction or improved response times.

Use the STAR method to structure your response, explaining how you assess customer urgency and importance. Provide an example of a busy period that demonstrates your organizational skills, as well as the methods and tools you use to keep track of requests and manage your time efficiently.

Provide an example using the STAR approach—context, the action you took, and the result. Detail how you identified the issue, the steps you took to communicate with the customer while troubleshooting, and how your solution positively impacted the customer's experience and confidence in NISC's products.

When answering this question, emphasize your empathy and active listening skills. Describe a situation where you diffused a tense interaction by acknowledging the customer's feelings and providing a practical solution, showcasing your ability to maintain composure while creating a positive outcome.

Demonstrate your knowledge of NISC by discussing its history, values, and suite of software applications, particularly those relevant to the telecom sector. Touch upon their commitment to customer engagement and any industry recognition they have received, reflecting your enthusiasm for contributing to their mission.

Explain your approach to developing training materials that are easy to understand, incorporating real-world examples and interactive components. Emphasize the importance of gauging customer feedback during training and how you would adjust your sessions in response to their learning needs.

Select an example where you overcame a steep learning curve, detailing your strategies for effective learning. Explain the techniques you used to familiarize yourself with the software and how that knowledge benefitted your work and your customers.

Discuss the tools and methodologies you employ to log customer interactions, feedback, and any changes made during support sessions. Mention how maintaining thorough records helps in tracking issues over time and improving overall service quality.

Describe how you would gather actionable insights from actual users during testing phases. Discuss your approach to documenting suggestions and analyzing the impact of features on customer experience, emphasizing the importance of collaboration with product development teams.

Share your perspective on superior customer support, focusing on elements such as understanding customer needs, quick and effective issue resolution, proactive communication, and a genuine desire to enhance the user experience. Use examples to illustrate your point.