Summary:
This position works closely with the use of our broadband shopping cart and Salesforce software to serve our Members/Customers’ needs for implementing our marketing related solutions. The function of this position is to provide consulting as well as leading collaborations towards best practice for members needs and satisfaction. Managing the implementation of our marketing solutions require an understanding of the members’ needs, a collaborative communication style with excellent communications. Team members will work with all levels at NISC and our Member/Customer sites. Guiding, consulting, supporting, and providing high focus on services associated with broadband sign up with our shopping cart, including collecting interest for future fiber buildouts, campaigns, program management and sales opportunities are the primary function of this position. Role includes helping the Member/Customer understand the value of the software features as well as configuring, testing, training, and reporting. Cloud application experience helpful with marketing focus preferred. The Professional Service Specialist reports to the Professional Services Team Lead. Most communications are done either by chat, video calls, e-mail or can be on-site.
Essential Duties:
- Consult with members on their needs and use critical thinking to provide the best solution.
- Perform and coordinate moderate level project plans, timelines, and milestones of project implementation.
- Train Members/customers, on software applications usage and best practices.
- Perform basic level validation and verification of accuracy of converted data, gaps in data, features and functionality in software and follow up to resolution.
- Provide application support throughout the project lifecycle.
- Perform basic level conversion analysis.
- Assist in change management best practices at Member/Customer sites.
- Prepare Case Tasks and follow up through resolution.
- Perform after hours call support as assigned.
- May serve as a subject matter expert.
- Perform work duties outside of regular business hours, on an as needed basis, to meet internal and/or customer needs.
- Commitment to NISC’s Statement of Shared Values.
- Other duties as assigned.
Knowledge, Skills & Abilities Preferred:
- 3+ years of related experience preferred.
- Moderate level knowledge of business-related software applications and services.
- Moderate level knowledge of the Utility or Telecom industries.
- Moderate level knowledge of Project Management processes and theory.
- Strong verbal and written communication skills.
- Strong ability to analyze data and use critical thinking skills and draw meaningful business conclusions relevant to Project Management.
- Strong ability to facilitate conversation regarding process flow, understand the needs and translate those needs to software workflow. Strong presentation and training skills.
- Excellent telephone/email etiquette and an ability to deal effectively with Member/Customers.
- Strong research and problem-solving skills with a strong attention to detail.
- Moderate level ability to organize and prioritize.
- Moderate level ability to set and manage internal and external Member/Customer expectations.
- Moderate level ability to demonstrate initiative and accountability.
- Moderate level ability to multitask and time manage.
- Strong ability to demonstrate professionalism.
- Moderate level ability to troubleshoot.
- Moderate level understanding of change management best practices.
- Moderate level knowledge of Utility/Telecom software and software integrations.
- Ability to travel as often as necessary to meet the goals and 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.
Education Preferred:
Bachelor’s Degree in a business-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.
