Meridian Cooperative is seeking a Product Support Training Specialist II to help lead our Vision 2025 in our Billing Product Support Division. 

We were formed in 1976 by a group of Electric Membership Cooperatives with a vision for a single enterprise solution provider to serve data processing, IT, and operational needs to cooperatives, public utility districts, and municipal utilities. Through carefully curated acquisitions and partnerships, our company has unified multiple leading-edge companies under its umbrella in order to truly execute that vision. Today, the Meridian Co-op Suite serves over 500 utilities across the country with industry leading enterprise software solutions.

Job Summary:

This person will be responsible for taking calls from customers in a professional manner.  Must be able to provide excellent written and oral communication; Must be able to display cognizant ability in order to access critical situations; Must have the ability to identify, research and resolve customer questions by phone and email; Must be able to develop work orders to meet customer’s needs or to address software issues; Must have a clear & concise phone presence

 This job requires an aptitude for math along with attention to detail. Members of the billing product support bill program group are responsible for answering calls about functions within CA system that are related to billing accounts and penalizing through the delinquent notice program.   

•  Assess, plan, develop and implement training classes for internal support and external customers based on new software applications, system updates, and other organizational goals and changes.
• Assist management in establishing educational goals and plans regarding the Meridian software application, customer service, and support
• Responsible for monitoring phone queues for calls
• Log all cases and associated details in CRM
• Set up new rates, help customers modify rates
• Research parameters to meet customer requirements 
• Troubleshoot printing issues dealing with data files and bill layout. 
• Write fix and billable work orders
• Customizing tax calculations
• Writing SQL queries for research purposes or fixing data
• Send File Transfers(FTF) for billing fix work orders completed
• Be vigilant and knowledgeable regarding ALL new software releases that are shared with customers.  It is critical that we stay on top of our newly released software.
• Must be able to work extended hours when necessary
• Ability to multi-task and prioritize tasks that are assigned
• Provide Beta Site training and/or be a lead

Guided by our Vision 2025 strategy, our leaders have developed 5 stretch goals to achieve a best-in-class organization for our members, customers, and employees.  

It is a priority that our future team member embraces these goals and demonstrate the behaviors to guide the company to realize success:

• Act as One Unified Company
• Put Our Members/Customers First in All We Do
• Be Known for Our Innovative Products and People
• Grow our Reputation and Market Share
• Compete on Culture

We Offer:   

• Competitive medical benefits package including health, dental, vision, and life   
• 401(k) with up to 9% in company contributions after one year   
• Tuition reimbursement
• Wellness reimbursement plan