Customer Service Representative

NIC Inc. Madison, WI
Leading Web Services and E-Commerce company seeking a full-time Customer Support Representative to complement our growing team in Madison, Wisconsin. Wisconsin Interactive Network, LLC, a Madison-based subsidiary of eGovernment firm NIC (NASDAQ: EGOV), helps Wisconsin government entities Web-enable their information services. Our electronic government solutions use technology to increase efficiency and reduce costs for governments and their constituents.

We are seeking an enthusiastic and motivated candidate who thrives in a fast paced environment to join our team as a Customer Support Representative. This position will oversee all aspects of customer support and service via a multiple channels. The selected candidate will have the opportunity to work with a team of highly versatile and talented project managers, developers and designers and at various levels of state government.

The best qualified candidates will have at least two years of real world experience in a fast-paced customer support environment. Familiarity with Web applications, Internet technology, and excellent verbal and written communication skills are a must. A strong work ethic, great attitude and dedication to success are expected. Our team members are self-motivated professionals who enjoy the challenge of implementing project management and business solutions in a high-pressure, client-services entrepreneurial environment.

Who we are:

Our growing Madison team is dynamic, energetic and brings a wealth of experience from NIC partners in other states as well as other companies. Our mission is to knock the socks off our Wisconsin clients as well as the citizens they serve. To do this we need a rock star Customer Support Representative to keep the hundreds of moving parts going full steam ahead in perfect unison.

People often say that Government should serve its constituents more like businesses serve their customers. At NIC, we make that ideal a reality by removing technology as a barrier and helping government engage with citizens in a meaningful way online twenty-four hours a day, seven days a week.

We are a premier provider of Internet-based, electronic government services that help government entities use the Internet to reduce costs and provide a higher level of service to businesses and citizens. We contract with governments and design, build and operate Internet-based portals on their behalf. We build websites, web and mobile applications for government portals allowing businesses and citizens to access information and complete transactions such as applying for permits or renewing licenses online. NIC's unique business model allows us to reduce our government clients' financial and technology risks and obtain revenue by sharing in the fees generated by electronic services.

Our government clients benefit from a centralized, manageable, customer-focused presence on the Internet. Businesses and citizens benefit from faster, more convenient and cost-effective interactions with government.

Job duties in a few tidy bullet points:

* Provides tier one customer support via phone, email and live chat requests

* Analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request appropriately

* Responsible for entering and updating customer support requests via helpdesk software system

* Assists with managing the office lobby by greeting guests, maintaining visitor logs and issuing badges

* Identifies opportunities for application enhancements based on customer feedback

* Contributes to the team's success by accomplishing related tasks as-needed, or other duties as assigned

You will definitely need all this:

* Must display a positive attitude and patience in dealing with customers with varying technical experience or knowledge

* Excellent listening skills to accurately assess the request

* Self-motivated with the ability to multi-task, prioritize tasks and deliver results to meet customer expectations

* Desire and ability to work in a fast-paced, highly flexible and entrepreneurial environment

* Must enjoy learning new applications/products/services

* Must possess strong analytical and problem-solving abilities

* Must display initiative to help identify opportunities for application enhancements based upon customer feedback

* Familiarity with computers and basic internet skills

* Minimum two years of job related experience

Why work for us?

* Your work product will be used by thousands if not millions of people

* We offer the excitement of a start-up AND the benefits/support of a big company

* Your work will be recognized and win awards. (We won't hire you unless we think you can because we like to win!) For example, 8 of the top 10 State websites are NIC's. Our State websites are consistently recognized nationally as Best of the Web:

* We encourage new ideas and different approaches to your work

* We provide excellent opportunities for career growth and professional development


* Competitive compensation program

* No-cost group medical/dental insurance

* Stock purchase plan

* Matching 401(k) contributions with 100% vesting

* Disability insurance

* Life insurance

* Company wellness program

* Casual and fun office environment

* Paid State holidays/vacation

NIC is an Equal Opportunity Employer, to view our Equal Opportunity policy, visit