Product Support Specialist I: Exams & Nursys Helpdesk

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

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