Product Support Specialist II - Third Party Integrations; Utility Software

Atlanta, GA

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 Computer World’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.

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…