NRECA is a unique national trade association providing advocacy, financial services, and business support services to over 900 consumer owned electric cooperatives across the country. NRECA employees are united by our mission, inclusive culture, collaborative workspace and commitment to service excellence. As a "best place to work" employer, we operate with integrity, transparency, and a spirit of innovation.

NRECA's Finance department manages the accounting, financial planning/budgeting, and procurement operations across a broad range of entities and businesses that support NRECA and it's affiliated organizations, trusts, and other entities. We are a team of dynamic individuals collaborating acoss NRECA to implement best practicec and provide innovative business solutions. We enable the good stewardship of member funds across NRECA by diligently

embracing our core values of transparency and fiscal responsibility.

Position Summary

Responsible to provide excellent support and technical assistance to subscribers and users primarily by chat & follow up emails for service-related inquiries.
Provide Tier 1 technical support by troubleshooting and resolving service issues.
Perform validation of configurates and assist with service provisioning and turn-up.
Ensuring accurate and detailed ticket documentation.

Essential Responsibilities and Duties

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 & 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 technician 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.
- Assists with documentation of networks and systems.

Qualifications:

Documentation & Data Entry skills.

Maintain high level of professionalism and courteous demeanor.

Ability to multi-task, meet deadlines, and manage time efficiently.

Ability to troubleshoot problems and analyze data.

Training in customer service and support or operations is preferred.

Benefits:

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

Are you ready to be part of a dynamic, inclusive, and mission-driven insurance and financial services team? At NRECA, we cultivate and reward a commitment to delivering service excellence to our members every day. Our culture emphasizes a strong sense of diversity, integrity and belonging, driven by our core values of collaboration, communication, creative problem solving, and accountability. The work we do to develop and administer industry-leading employee benefit plans and services is diverse and intellectually challenging, and the results help improve the quality of life for hard working Americans all across the country. If you are motivated by mission and values, as well as competitive pay and outstanding benefits, then this is the place for you.

America's Electric Cooperatives

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