Product Support Specialist I

National Council of State Boards of Nursing (NCSBN); Chicago (IL); On-site; USD 40,000 - 45,000; Full time

Job summary

National Council of State Boards of Nursing (NCSBN) is seeking a detail-oriented Product Support Specialist I to join the Consolidated Services team in Chicago. The role supports the Exams and Nursys departments by handling inquiries, coordinating routine operational activities and guiding stakeholders through processes.

Reporting to the Nursys Manager and Exams Manager, the position emphasizes strong communication, problem solving and data integrity, with daily use of Zendesk, Excel and CRM to

Qualifications

• Two years of professional experience in a similar role.
• Experience with Zendesk and Speed Memos is preferred.
• CRM experience is valuable.

Responsibilities

• Provide administrative support to the Exams team by responding to inquiries through Zendesk from NCSBN stakeholders, nursing regulatory bodies and testing vendors; address questions on accommodations, exam scheduling and escalated concerns.
• Support Exams-related operational activities, including panel recruitment review, case investigations and other administrative needs; coordinate information with internal and external stakeholders, maintain documentation, develop training resources and support websites/knowledge bases.
• Provide administrative and operational support for Nursys services by responding to help desk tickets and Speed Memos within established service-level expectations; investigate data concerns, communicate status updates, and coordinate requests through resolution.
• Collaborate with external stakeholders and internal teams to investigate and resolve data-related issues and discrepancies, supporting accurate and reliable data and reporting.
• Deliver timely, accurate and professional service by applying established policies, procedures, workflows and SOPs; maintain working knowledge of NCSBN products, services and systems; document interactions and resolutions; meet KPIs.

Skills

Critical thinking

Analytical skills

Verbal communication

Written communication

Organizational skills

Tools

MS Office

CRM

Job description

POSITION TITLE: Product Support Specialist I - Exams | Nursys, Consolidated Services

STATUS: Full time / Exempt

ABOUT NCSBN

The world leader in nursing regulatory knowledge, the National Council of State Boards of Nursing (NCSBN) is an independent, not-for-profit organization that empowers and supports nursing regulators. The organization protects the public and the trust in nursing through innovative regulatory solutions, insights and expertise. With its NCLEX® Examinations, Nursys® national licensure database and groundbreaking research, NCSBN attracts people who are passionate about what they do and driven by the knowledge that their work protects the public.

JOB SUMMARY

We are seeking a detail-oriented and service-focused Product Support Specialist I to join our Consolidated Services team. The ideal candidate will bring strong communication, organization, critical-thinking and problem-solving skills to support the daily operations of the Exams and Nursys departments.

Reporting to the Nursys Manager and Exams Manager, the Product Support Specialist I will respond to stakeholder inquiries, coordinate routine operational activities, investigate data-related concerns and connect complex matters with the appropriate internal resources.

This role is an exciting opportunity for an adaptable professional who enjoys working across teams, managing varied priorities and delivering accurate, timely support while contributing to an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Provide administrative support to the Exams team by responding to general inquiries through Zendesk from NCSBN stakeholders, nursing regulatory bodies (NRBs) and testing vendors. Address questions related to accommodations, examination scheduling and escalated candidate concerns, and elevate complex or sensitive matters as appropriate.
• Support Exams-related operational activities and initiatives, including panel recruitment application review, case investigations and other administrative needs. Coordinate information and activities with internal and external stakeholders, maintain documentation, develop training resources and support website and knowledge-base reviews.
• Provide administrative and operational support for Nursys services by responding to help desk tickets and Speed Memos within established service-level expectations. Investigate data-related and stakeholder concerns, communicate status updates, and coordinate requests through resolution.
• Collaborate with external stakeholders and internal teams to investigate and resolve data-related issues and discrepancies, supporting accurate and reliable data and reporting.
• Deliver timely, accurate and professional service by consistently applying established policies, procedures, workflows and standard operating practices. Maintain working knowledge of NCSBN products, services and systems; document interactions and resolutions; and meet established service expectations, quality standards and key performance indicators.

QUALIFICATIONS

• Minimum of two years of professional experience in a similar role required.
• Strong verbal, written, organizational, critical-thinking and analytical skills.
• Effective communication skills and a commitment to providing professional, responsive service.
• Attention to detail, adaptability and flexibility in a fast-paced environment.
• Proficiency with Microsoft Office, including Outlook, Word, Excel and PowerPoint; customer relationship management (CRM) experience is also valuable.

COMPENSATION AND BENEFITS

The anticipated starting salary for this position is $40,000 - $45,000 annually. Actual compensation will be dependent on a candidate’s relevant experience, skills, training, certifications/licenses, qualifications and geographical location.

NCSBN offers eligible employees a competitive benefits package that provides our team members with plan options to meet their individual needs. Review benefit details here: https://www.ncsbn.org/about/governance-and-staff/careers/ncsbn-benefits.page

TO BE CONSIDERED

The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.