Product Support Specialist II - Third Party Integrations (Utility Software)

National Information Solutions Cooperative (NISC) · Atlanta, GA

Posted by National Information Solutions Cooperative (NISC) on their careers site · View the original posting

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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.

[…]
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.

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