Company Overview:
For more than 50 years, NISC has developed and implemented enterprise-level and customer-facing software solutions for over 1,200+ utilities and broadbands across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality driven and valued priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. NISC has been ranked in ComputerWorld’s Best Places to Work for twenty-two years, and we are looking for qualified individuals to join our team.
Our Members have over 18 million end customers (residential and businesses who receive power, internet, television and/or telephone services) that our enterprise software solution enables our Members to compete effectively in the industry, while excelling in customer service.
Position Overview:
The Product Support Specialist II is responsible for resolving basic to moderately complex technical product-related issues for Members through inbound calls, email, chat, and other support channels. This position serves as a first line of support for proprietary software and database applications by troubleshooting and resolving reported issues, implementing routine fixes, and serving as a liaison between Members and internal teams. The Product Support Specialist II also provides product training, supports software adoption, gathers customer feedback, and contributes to continuous improvement efforts that enhance the Member experience.
Essential Functions:
The Product Support Specialist II is responsible for performing the following essential functions to ensure effective support of Members and software solutions:
Provide product support and answer Member questions received via telephone, email, chat, and other support channels.
Identify user issues, research solutions through technical documentation, and guide Members through corrective actions.
Investigate and document software issues through case management processes and information gathering.
Escalate complex software concerns to senior team members or management when appropriate.
Test software changes and provide routine fixes to improve product functionality and performance.
Train Members and end users utilizing various delivery methods, including webinars and online presentations.
Assess customer training needs and provide education tailored to audience requirements.
Assist Members with software configuration and utilization aligned with their business objectives.
Present product information clearly to technical and non-technical audiences.
Foster Member success by promoting knowledge sharing and continuous learning opportunities.
Maintain accurate internal and external software records, including documentation of changes and revisions.
Document customer interactions, inquiries, resolutions, and follow-up activities utilizing internal support tools.
Collect customer feedback regarding software usability, functionality, and performance and communicate enhancement opportunities to development teams.
Maintain current knowledge of software applications, updates, and database functionality through ongoing training.
Provide guidance, support, and mentorship to less experienced Product Support Specialists.
Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
Leverage innovative thinking and continuous improvement practices to enhance processes and customer experience.
Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
Represent NISC at conferences, training events, and networking opportunities as needed.
Travel as required.
Other duties as assigned.
Desired Experience and Skills:
4+ years of relevant experience in a technical support role required.
Strong written and verbal communication skills with the ability to effectively support customers by phone, email, and virtual platforms.
Experience troubleshooting and supporting software applications and database-driven solutions.
Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
Experience utilizing help desk software, CRM systems, and other customer support technologies.
Strong analytical, critical thinking, testing, and problem-solving capabilities.
Ability to communicate technical concepts effectively to both technical and non-technical audiences.
High attention to detail and commitment to providing accurate, high-quality support.Ability to adapt quickly and respond effectively to changing priorities and business needs.
Strong time management skills with the ability to manage multiple priorities in a fast-paced environment.
Solution-oriented mindset with a proactive approach to learning and continuous improvement.
Passion for delivering exceptional customer service to internal and external stakeholders.
Ability to collaborate effectively with cross-functional teams.
Experience delivering customer training and presentations is preferred.
Commitment to NISC's Statement of Shared Values.
Work Schedule:
Hybrid from the following office location:
Atlanta, GA
Hybrid Schedule: Minimum of working 2 days per week out of an office location and ability to work up to all 5 days a week from an office location.
Required Days from an Office Location: Tuesday and Wednesday.
Standard Daily Hours : Monday - Friday; 8:00-5:00pm ET
Post-training Requirement: Rotating after-hours support coverage with an associated pay incentive.
NISC’s Shared Values & Competencies:
We’re a cooperative, which means we’re owned by the Members we serve. It also means that our focus is on taking care of our Members and our employees, rather than having a big bottom line. Quality service and innovative technology starts with happy and dedicated employees. Join our team and learn for yourself what sets NISC apart.
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.
Benefits:
Medical, Dental and Vision Insurance.
Health Savings Account (HSA) with $100 monthly contributions from NISC.
Like to walk? Improve your overall wellness knowledge? Ability to earn up to $800 additional dollars into your HSA each year through our Wellness Rewards program.
Dependent Care Flexible Spending Account (FSA) thru Paylocity.
Fully covered life insurance up to x3 annual base salary.
Fully covered short- and long-term disability.
401(k), traditional or Roth, with employee match up to 6% and employer 4% salary base contributions.
PTO accrual levels dependent on years of service, 120 Life Leave Event hours , 9 paid holidays and an annual holiday week .
$2,500 Interest-FREE technology loan program.
$25,000 employee educational assistance program.
Volunteer, Wellness, Family Events and other employee fun supplied by our committees.
Employee Assistance Program; assisting employees and dependents with virtually any life event.
Benevolence Committee to support employees with financial hardships like unexpected medical bills, funerals and other unfortunate hardships.
Education Preferred:
Bachelor’s degree in Information Technology, Management Information Systems, Computer Science or related field.
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.
Key Words:
Technical Support | Customer Support | Software Troubleshooting | Product Support | Help Desk | CRM Systems | Customer Training | Technical Documentation | Software Applications | Problem Solving | Case Management | Cross Functional Collaboration | Software Configuration | Customer Service | Continuous Improvement