Experienced Live Chat Support Specialist - Customer Service and Technical Assistance for Electric Cooperative Industry Leader

Join the Team at NRECA: Where Mission-Driven Excellence Meets Inclusive Culture

NRECA is a pioneering national trade association dedicated to providing advocacy, financial services, and business support to over 900 consumer-owned electric cooperatives across the United States. Our employees are united by a shared mission, a culture of inclusivity, collaborative workspace, and a relentless pursuit of service excellence. As a "best place to work" employer, we pride ourselves on operating with integrity, transparency, and a spirit of innovation. If you're looking for a dynamic and mission-driven work environment, we invite you to explore this exciting opportunity.

About Our Finance Department

Our Finance department is a team of dynamic individuals working together across NRECA to implement best practices and provide innovative business solutions. We play a crucial role in enabling the good stewardship of member funds by embracing our core values of transparency and fiscal responsibility. Our team is committed to delivering exceptional support and technical assistance to our subscribers and users.

Job Summary

We're seeking an experienced Live Chat Support Specialist to join our team. As a Live Chat Support Specialist, you will be responsible for providing excellent support and technical assistance to subscribers and users primarily through chat and follow-up emails for service-related inquiries. You will also provide Tier 1 technical support by troubleshooting and resolving service issues, performing validation of configurations, and assisting with service provisioning and turn-up.

Key Responsibilities

Help Desk Support

• Provide Tier 1 technical assistance and incident resolution to all subscribers.
• Conduct follow-up to Broadband technician and external helpdesk service escalations.
• Troubleshoot basic network and connectivity issues.
• Assist subscribers with making changes to services.
• Provide prompt and accurate feedback to subscribers.
• Escalate unresolved support issues.
• Alert management to emerging trends in incidents.

Service Provisioning & Audit

• Perform audits of Data and Voice provisioning to validate configuration against service orders.
• Assist Broadband technicians with Data/Voice service provisioning and turn-up.
• Ensure consistency of data across multiple business applications.
• Interface with multiple parties to ensure smooth flow of communication between all stakeholders.

Information Technology Documentation

• Track and manage technical issue tickets using as much detail as possible.
• Maintain up-to-date subscriber documentation.
• Assist with documentation of networks and systems.

Requirements and Qualifications

Essential Qualifications

• Documentation and Data Entry skills.
• Maintain a high level of professionalism and courteous demeanor.
• Ability to multi-task, meet deadlines, and manage time efficiently.
• Ability to troubleshoot problems and analyze data.

Preferred Qualifications

• Training in customer service and support or operations.

Skills and Competencies

To succeed in this role, you should possess:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong attention to detail and organizational skills.
• Familiarity with IT service management principles and practices.

Career Growth Opportunities and Learning Benefits

At NRECA, we're committed to the growth and development of our employees. We offer:

• Opportunities for professional growth and advancement.
• Training and development programs to enhance your skills and knowledge.
• A collaborative and inclusive work environment that encourages learning and innovation.

Work Environment and Company Culture

Our work environment is dynamic, inclusive, and mission-driven. We pride ourselves on:

• A culture of diversity, integrity, and belonging.
• A strong sense of teamwork and collaboration.
• A commitment to delivering service excellence to our members.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Medical and Dental Insurance.
• Pension Plan funded 100% by the company.
• 401(k) Plan with up to 5% employer match.
• Group Life Benefits.
• Short-Term and Long-Term Disability.
• Paid Holidays.
• Paid Personal and Sick Leave.
• Educational Assistance.

Conclusion

If you're motivated by a mission-driven work environment, competitive pay, and outstanding benefits, we invite you to apply for this exciting opportunity. As a Live Chat Support Specialist at NRECA, you'll play a critical role in delivering exceptional support and technical assistance to our subscribers and users. Join our team and be part of a dynamic, inclusive, and mission-driven organization that's making a difference in the lives of hardworking Americans.

Apply now and take the first step towards a rewarding career with NRECA!