AI-Enhanced Product Support: Third-Party Integrations

National Information Solutions Cooperative, Inc.; Atlanta (GA); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

401(k) with company match

PTO and paid holidays

Wellness program and HSA contributions

Education assistance

Job summary

National Information Solutions Cooperative, Inc. is seeking a Product Support Specialist II for Third Party Integrations in Atlanta, GA.

This role resolves basic to moderately complex issues via calls, email, chat, and other channels, acting as a liaison between Members and internal teams while providing product training and adoption support. The position emphasizes troubleshooting, documentation, and continuous improvement, with hybrid work options and travel as needed.

Qualifications

• 4+ years of relevant experience in a technical support role.
• 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 Shared Values.

Responsibilities

• Provide product support via telephone, email, chat, and other channels.
• Identify issues, research solutions, and guide Members through corrective actions.
• Document software issues and participate in case management.
• Escalate complex concerns to senior staff when appropriate.
• Test software changes and provide routine fixes to improve functionality.
• Train Members and end users using webinars and online presentations.
• Assess training needs and tailor education to the audience.
• Assist Members with software configuration aligned with business objectives.
• Present product information clearly to technical and non-technical audiences.
• Foster Member success through knowledge sharing and continuous learning.
• Maintain accurate internal/external records of software changes.
• Document customer interactions and resolutions in support tools.
• Gather feedback and communicate enhancements to development teams.
• Stay current with software updates and database functionality.

Skills

Communication skills

Troubleshooting

Office software

Help desk & CRM

Analytical thinking

Technical communication

Attention to detail

Time management

Cross-functional collaboration

Customer training

Education

Bachelor’s degree in Information Technology, MIS or CS

Tools

CRM systems

Microsoft Office

Job description

National Information Solutions Cooperative, Inc. is seeking a Product Support Specialist II for Third Party Integrations in Atlanta, GA.

This role resolves basic to moderately complex issues via calls, email, chat, and other channels, acting as a liaison between Members and internal teams while providing product training and adoption support. The position emphasizes troubleshooting, documentation, and continuous improvement, with hybrid work options and travel as needed.