Software Support Specialist I - Product Help & Training

National Information Solutions Cooperative, Inc.; Atlanta (GA); On-site; USD 42,000 - 65,000; Full time

Job summary

National Information Solutions Cooperative, Inc. (NISC) seeks a Product Support Specialist I to be the friendly, knowledgeable first point of contact for users across North America.

You will troubleshoot basic software issues, deliver trainings, and log feedback to help product teams improve SaaS solutions. Ideal candidates have 1–2 years in technical support or customer service, familiarity with CRM/help desk tools, and a strong ability to explain complex concepts clearly.

Qualifications

• 1–2 years in a technical support or customer service role.
• Experience customizing or supporting SaaS software.
• Basic familiarity with software applications and eagerness to learn more.
• Exposure to utility, billing, or cooperative systems is a bonus.
• Comfort with Microsoft Office and basic CRM/help desk tools.
• Familiarity with ticketing systems (e.g., Jira, Zendesk) preferred.
• Strong verbal and written communication skills.
• Ability to explain technical concepts in a clear, user-friendly way.
• Committed to delivering timely, high-quality service.
• Bachelor’s degree in IT, Computer Science, or equivalent experience a plus.

Responsibilities

• Help customers by phone and email with product questions and issues.
• Troubleshoot basic software issues and guide users through solutions.
• Escalate complex problems to senior team members and collaborate with internal teams.
• Deliver software training via webinars or one-on-one sessions tailored to customers’ needs.
• Log user feedback and work with product and development teams to improve our offerings.
• Gain hands-on experience with software systems while being supported by a team of experts.

Skills

Technical support

SaaS software

Customer service

Communication skills

Problem solving

Education

Bachelor’s degree in IT/CS or equivalent

Tools

Jira

Zendesk

CRM systems

Job description

National Information Solutions Cooperative, Inc. (NISC) seeks a Product Support Specialist I to be the friendly, knowledgeable first point of contact for users across North America.

You will troubleshoot basic software issues, deliver trainings, and log feedback to help product teams improve SaaS solutions. Ideal candidates have 1–2 years in technical support or customer service, familiarity with CRM/help desk tools, and a strong ability to explain complex concepts clearly.