Posted: 23-Oct-23
Location: Dunwoody, Georgia
Type: Full Time
Salary: $62,000-$67,000
Categories:
Additional Information:
Meridian Cooperative is hiring a Professional Services Specialist to join a team of passionate innovators and problem-solvers, empowered to rise above challenges and swarm around solutions. Here at Meridian, we are energized by the fact that our work is important. We are driven to make work as easy as possible for our Members, Customers, Partners, and Employees. Help us lead the way in Utility Software, join a winning company and thrive. Headquartered in Dunwoody, GA, this role is hybrid or open to remote.
Job Summary:
This person is responsible for resolving basic to complex technical product-related issues for members via inbound calls, email, chat, etc. Acts as the first line of support for proprietary software and/or database applications by troubleshooting and resolving reported issues, implementing basic fixes to improve functionality, and serving as the liaison between the member and other department teams.
Responsibilities:
- Optimizes software performance by testing compatibility of software changes with existing customer programs and making modifications to provide routine fixes.
- Investigates and promotes resolution of end user issues by creating cases, reviewing initial support notes, and gathering additional information from customer.
- Escalates resolution of complex software issues to more experienced peer or management and may create development work order for management review.
- Optimizes customer use of software by training end users, recommending instructional language, contributing to the preparation of technical documentation, interpreting instructions, and answering questions.
- Maintains and/or tracks internal and external proprietary software records by documenting changes and revisions.
- Records inbound product support requests utilizing various internal tools and conveys customer feedback to teams responsible for product development.
- Participates in training to increase and maintain knowledge of proprietary software applications; provides related training to junior peers and customers.
- May perform product support activities at customer site without direct supervision.
- Provides technical product support to customers by identifying user problems, reviewing technical documentation and researching solutions, and guiding users through corrective steps.
- Investigates and promotes resolution of end user issues by creating cases, reviewing initial support notes, and gathering additional information from member(s).
- Take the initiative in thought leadership, innovation, and creativity.
- Represent the company at conferences and networking events.
- Adheres to all Meridian Cooperative corporate policies and procedures.
- Travel as required.
- Any additional responsibilities assigned by management.
We Offer:
- Outstanding Medical/Dental/Vision that starts on the first day of employment.
- Education/Training Reimbursement
- On-Site Education Courses
- Flexible Spending Account
- Health/Wellness Reimbursement (fitness tracking device one-time up to $300)
- Excellent Life Insurance & Disability
- Vacation: 22 days of accrued time off (no waiting period). 9 holidays which include the day after Thanksgiving & Christmas Eve. Up to 240 hours of vacation time can rollover to the following year.
- Volunteer Time: 8 hours per year
- Retirement: very robust 401K employees are 100% vested in the Company-funded employer basic contributions from the date they enter the plan. The Company will match 100% of each dollar you contribute on the first five percent (5%) of eligible compensation that you contribute to your account. Employer basic contribution eligibility occurs on the first day of the month following the employee’s completion of one year of continuous service (contribution of 4-11% of base salary based on years of service).
In addition to a competitive salary, medical/dental/vision plan, and matching 401(k), we also offer:
- Relaxed Dress Code
- Flexible Work Schedules
- In Office Gym
About Us:
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, Meridian Co-op has unified multiple leading-edge companies under its umbrella to truly execute that vision. Today, the Meridian Suite serves over 500 utilities across the country with industry leading enterprise software solutions.
Minimum Qualifications:
- 3- 5 years of Customer or Technical Support experience with Bachelor's degree in Computer Science or related field; or equivalent combination of education and experience.
- Provides technical product support to members by identifying user problems, reviewing technical documentation and researching solutions, and guiding users through corrective steps.
- Investigates and promotes resolution of end user issues by creating cases, reviewing initial support notes, and gathering additional information from customer.
- Must display excellent written and oral communication skills.
- Must work well both independently and in a team environment.
- Must have the ability to identify, research and resolve member questions by phone and email.
- Must be able to develop work orders to meet member’s needs or to address software issues.
Preferred:
- Utilities experience
- Accounting experience
- SQL Experience
