Support Specialist - Data Center Operations (Broadband)

National Information Solutions Cooperative - Bismarck, ND

Full-time - Entry Level

Bismarck, ND

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

In this position at NISC, you will be responsible for usage verification, report analysis, and monthly billing for existing Carrier Access Billing (CAB), Data Mediation Service (DMS), and End User Billing (EUB) member/customers. Your role will involve providing superior customer service and support for these solutions via telephone and email, ensuring that our members operate efficiently and effectively serve their end users.

Responsibilities

• 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.
• 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.

Requirements

• 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 navigate 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.

Nice-to-haves

• Experience in member/customer service.
• Knowledge of telecom billing terminology, concepts, and practices.
• Basic level ability to troubleshoot software errors.