Manager, Product Support
About The Position
NISC develops and implements enterprise-level and customer-facing software solutions for over 1,200+ 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.
Requirements
- 8+ years of relevant experience in software support, technical support, customer service, or related field.
- 2+ years of people-leadership experience managing teams of 10 or more direct reports.
- Advanced SQL knowledge and experience troubleshooting software-related issues.
- Ability to participate in an on-call rotation and occasionally work outside standard business hours.
- Strong leadership, coaching, performance management, and team-development skills.
- Demonstrated commitment to delivering exceptional service to internal and external customers.
- Ability to analyze complex technical and operational issues, identify root causes, and implement effective solutions.
- Strong verbal and written communication skills, including the ability to translate technical information for nontechnical audiences.
- Excellent organization, attention to detail, and time-management skills.
- Ability to manage multiple competing priorities and adapt quickly in a fast-paced environment.
- Proficiency with Microsoft Office applications, including Word, Outlook, Excel, and PowerPoint.
- Demonstrated initiative, sound judgment, innovation, and a continuous-improvement mindset.
Responsibilities
- Lead the day-to-day operations of the Product Support team across phone, email, chat, and on-site support and training.
- Manage staffing, workload distribution, resource allocation, and team workflows to ensure timely and effective customer support.
- Establish performance expectations, goals, responsibilities, competencies, and development plans for team members.
- Monitor employee performance, conduct regular check-ins, provide coaching and feedback, resolve conflicts, and complete annual performance reviews.
- Train and mentor team members on software functionality, support standards, and effective case-resolution practices.
- Provide technical guidance and assist with researching, troubleshooting, and escalating complex product issues to Development when necessary.
- Monitor support requests, service levels, and KPIs to ensure timely resolution, effective communication, and continuous improvement.
- Collaborate with departmental leaders to develop and improve support processes, procedures, quality standards, and customer-satisfaction strategies.
- Communicate team performance, issue trends, root causes, proposed solutions, and improvement plans to key stakeholders.
- Partner with Implementation leaders to support smooth customer transitions following implementation, including migration process-confirmation activities.
- Manage the creation, testing, review, and maintenance of technical documentation for employees and customers.
- Communicate known software issues to customers and share customer feedback with Development teams to inform potential product improvements.
- Foster a high-performing, collaborative, innovative, and customer-focused team culture.
- Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
