Support Specialist - Broadband Billing

As a Support Specialist - Broadband Billing at NISC, your primary responsibilities will include verifying usage files, analyzing reports, and handling monthly billing processes for our Carrier Access Billing, Data Mediation Service, and End User Billing programs. You will also provide customer support through phone and email, ensuring all inquiries are addressed promptly and accurately.

To be a strong candidate for the Support Specialist - Broadband Billing position at NISC, preferred qualifications include an Associate's Degree in a related field or equivalent experience, basic knowledge of telecom billing concepts, and familiarity with software applications used in business environments. Strong attention to detail and excellent interpersonal skills are essential to ensure superior customer support.

The work environment for a Support Specialist - Broadband Billing at NISC is collaborative and dynamic. You will primarily work in an office setting in Lake Saint Louis, MO, where teamwork and communication are highly valued. You'll have the opportunity to engage directly with colleagues and Members, contributing to a positive atmosphere that encourages personal and professional growth.

NISC believes in personal development and provides various resources and training programs to enhance employees' skills. As a Support Specialist - Broadband Billing, you will have access to ongoing training related to telecom applications and customer service techniques, enabling you to continuously improve and excel in your role while making a positive impact.

A basic understanding of business-related software applications, telecom industry knowledge, and familiarity with NISC's specific billing tools are beneficial for a Support Specialist - Broadband Billing. Experience with Unix commands, relational databases, and telecom billing terminology will also help you succeed in this role.

To handle a billing discrepancy effectively, I would first actively listen to the customer's concerns and gather all relevant details. I’d assure them that I will investigate the issue promptly. Then, I would review the billing records and related documents to understand where the error might have occurred, rectify any mistakes, and communicate the resolution back to the customer clearly and professionally.

To verify customer billing information, I would start by cross-referencing the data in our billing system with the original documents submitted by the customer. I would also ensure to run validations on the input files and perform checks against our verification reports to confirm accuracy before proceeding with any billing processes.

In my previous roles, I have worked with various telecom billing software solutions, focusing on the integration and troubleshooting aspects. I understand the fundamental concepts of billing cycles, billing terminologies, and have experience in navigating reporting features, which ensures that I can quickly adapt to NISC's specific billing applications.

When faced with multiple billing inquiries, I prioritize tasks based on urgency and complexity. I assess which issues require immediate attention or have tight deadlines. By organizing my workload effectively and tackling the most critical inquiries first, I ensure that all customers receive timely assistance without compromising service quality.

My approach to troubleshooting software errors involves systematically identifying the issue by replicating the problem and consulting system logs for insight. I would perform basic diagnostic checks and isolate variables to pinpoint the cause of the error, allowing for an accurate and swift resolution while documenting the process for future reference.

To ensure superior customer service, I strive to create a positive experience for every client interaction. This includes being attentive, empathetic, and responsive, as well as providing accurate information and solutions efficiently. I believe in following up with customers after resolving their issues to ensure their satisfaction and maintain a strong relationship.

In one challenging situation, a customer was frustrated due to repeated billing errors. I took the time to thoroughly review their billing history, identified the root cause of the errors, and communicated a clear plan for resolution. By keeping the customer informed and being transparent about the solution, I was able to regain their trust and ensure satisfaction.

I use a combination of digital tools and best practices to keep documentation organized and accessible. This includes categorizing files based on department and function, utilizing cloud storage solutions for easy access, and maintaining an up-to-date database of all relevant documents. Regular reviews help ensure everything stays in order and can be retrieved swiftly when needed.

Yes, I have experience using data analysis tools such as Excel and specific telecom software to analyze billing trends and performance metrics. I utilize pivot tables, graphs, and formulas to interpret complex data sets, which allows me to present clear and actionable insights to improve billing accuracy and customer satisfaction.

My understanding of Telecom billing practices involves knowledge of various billing cycles, charges associated with different services, and the need for accurate record-keeping to ensure compliance and transparency. I am familiar with the terminologies and practices that govern billing structures, allowing me to manage customer inquiries and resolve issues effectively.