Product Support Manager

About NISC: 

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.  

Job Summary: 

The Product Support Manager leads the day-to-day operations of NISC’s Accounting Product Support teams, including General Accounting for the UPN platform and FIS for the Meridian platform. This role oversees team performance, workload, coaching, development, and KPIs while providing guidance on complex software issues. The manager also partners cross-functionally to improve products and processes and foster a collaborative, accountable, and customer-focused culture committed to exceptional member service. 

Essential Functions: 

• 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.