Customer Engagement Support Specialist - Telecom

A Customer Engagement Support Specialist at NISC is responsible for providing exceptional support to both internal and external customers. They assist with application troubleshooting, training, and ongoing support for NISC's product suite including SmartHub and Multi-Channel Messenger. This role is all about ensuring our customers have a seamless experience, resolving issues, and communicating any necessary changes or enhancements.

To qualify for the Customer Engagement Support Specialist role at NISC, candidates generally require 3-5 years of product usage or support experience, preferably with NISC or in a similar related field. Knowledge of NISC products, the Utility or Telecom industry, and project management processes is beneficial. Strong communication and interpersonal skills are also essential for success in this customer-focused role.

Yes, remote work is an option for Customer Engagement Support Specialists at NISC, but certain conditions apply. Applicants with prior Utility and Coop Industry experience and knowledge of NISC software may work remotely. For those without this background, onsite work is required to maximize training opportunities.

As a Customer Engagement Support Specialist at NISC, you can expect thorough training on our range of products, including payments, SmartHub, and Multi-Channel Messenger. This training may include onsite sessions, remote training via web tools, and hands-on experience with our applications to ensure you’re fully equipped to serve our customers effectively.

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 organized and able to prioritize tasks is crucial, as is the ability to work both independently and as part of a team. Strong interpersonal skills will help you build positive relationships with both customers and colleagues.

The main responsibilities of the Customer Engagement Support Specialist at NISC include providing superior customer support via phone and email, troubleshooting, training customers on NISC applications, preparing change requests, and facilitating communication with users. Additionally, they may participate in the software release process and assist in the development and delivery of training materials.

NISC is committed to employee development, offering various training opportunities for Customer Engagement Support Specialists. This includes hands-on application training, remote learning sessions, and potential participation in design teams for application enhancements. The company fosters a supportive environment that encourages team members to contribute to product development and service improvements.

When answering this question, highlight your direct experience with NISC products, if applicable, or related experiences with similar applications. Discuss how you’ve utilized these tools to provide customer support or enhance user experience. Tailor your answer to reflect your understanding of NISC's suite, demonstrating your capability to support their customer base effectively.

When responding to this question, provide a specific example that outlines the challenge, the steps you took to solve the issue, and the outcome. Emphasize your problem-solving skills, your ability to remain calm under pressure, and how you ensured customer satisfaction throughout the process. Sharing metrics or positive feedback can make your answer more impactful.

In your response, detail your organizational strategies, such as utilizing task management tools, prioritizing based on urgency, or maintaining logs of customer interactions. Discuss how these practices help you efficiently manage your time and provide timely support, showcasing your initiative to maintain high standards of customer engagement.

When discussing this, emphasize your ability to simplify complex information. Provide examples of how you’ve tailored your communication style to match the knowledge level of your audience, using analogies or relatable examples as necessary. This showcases your communication skills and your commitment to customer understanding.

In your answer, outline any experiences you have in conducting training sessions, be they formal or informal. Discuss how you plan and deliver training material, and be sure to mention the positive results from your sessions, such as improved user proficiency or feedback from trainees. This demonstrates your capability to engage and educate colleagues or customers.

Share your personal motivations for delivering great service. Perhaps it's the satisfaction in solving problems, helping others succeed, or contributing to a positive experience for customers. Connecting your values to the company’s mission can create a compelling narrative about why you’re a good fit for the Customer Engagement Support Specialist role.

Research NISC’s position in the Telecom industry and discuss its commitment to improving customer engagement and application support. Reflect on how their services benefit their members and customers, which shows your genuine interest in working for NISC and your understanding of its mission and objectives.

In your response, provide examples of successful teamwork. Discuss specific roles you’ve played on a team, how you’ve resolved conflicts, and your contributions to collective goals. Highlight positive outcomes that resulted from collaboration, solidifying your suitability for the team-oriented culture at NISC.

When answering this question, mention any customer support software, ticketing systems, communication tools, and other technologies you have experience with. Explain how you’ve utilized these tools to enhance efficiency in providing support, demonstrating your readiness for the technical aspects of the Customer Engagement Support Specialist role at NISC.

Express your openness to feedback and your proactive approach to improvement. Discuss how you’ve received constructive criticism in the past, what steps you took afterward, and how you incorporated that feedback into your work. This showcases your growth mindset and adaptability, traits that are valuable in a Customer Engagement Support Specialist.