Support Specialist I - Meridian

National Information Solutions Cooperative (NISC); Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

National Information Solutions Cooperative (NISC) is seeking a Product Support Specialist I to be the friendly, knowledgeable first point of contact for our users. If you enjoy solving technical challenges and explaining solutions in plain language, we want to hear from you.

Join a team that helps over 960 energy cooperatives and communication organizations across North America by delivering SaaS software, training, and responsive support to help communities thrive.

Qualifications

• 1–2 years of experience in a technical support or customer service role.
• Experience customizing or supporting SaaS software.
• Basic familiarity with software applications and an eagerness to learn.
• Exposure to utility, billing, or cooperative systems is a bonus.
• Proficiency with Microsoft Office and basic CRM/help desk tools.
• Familiarity with ticketing systems (Jira, Zendesk) preferred.
• Strong verbal and written communication skills.
• Ability to explain technical concepts in a clear, user-friendly way.
• 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.
• Log user feedback and work with product and development teams.
• Learn and grow with hands-on experience and expert support on software systems.

Skills

Communication skills

Technical explainer

SaaS software knowledge

Microsoft Office

CRM/help desk tools

Education

Bachelor's degree in IT or CS

Equivalent experience

Tools

Jira

Zendesk

Job description

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations 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. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

We’re looking for aProduct Support Specialist Ito be the friendly, knowledgeable first point of contact for our users. If you enjoy diving into technical challenges, explaining solutions in simple terms, and making someone’s day easier, we want to hear from you.

What You'll Do:

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

What You'll Bring:

• 1–2 years of experience in a technical support or customer service role
• Experience customizing or supporting SaaS software
• Basic familiarity with software applications and an 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

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.