Location: Atlanta,GA, USA
Meridian Cooperative is seeking a Product Support Specialist I join a team of passionate innovators and problem-solvers in our family company, Futura Systems. 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. Empowered to overcome challenges and tasked with providing solutions, help us lead the way in Utility Software, join a winning company, and thrive. This role is hybrid to be performed out of our Dunwoody, GA office.
Futura Systems, a subsidiary of Meridian Cooperative, provides enterprise utility GIS solutions to hundreds of electric membership cooperatives, electric municipal systems, and other utility providers across the United States. We excel at employing the ArcGIS foundation to develop mapping, staking, outage management, operations, and workforce management tools that deliver powerful, user-friendly functionality. We are home to a diverse group of developers, analysts, implementers, a dedicated support team, and much more. We are always looking for talented and energetic people to add to our team!
Summary:
The Product Support Specialist I is responsible for resolving basic technical GIS product-related issues for customers via inbound calls, email, chat, etc. They act 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 customer and other internal teams.
Essential Functions:
* Provide first-line product support and answer customer questions received via telephone and email.
* Identify user problems and review technical documentation to research solutions. Guide users through corrective steps.
* Investigate basic end-user issues by creating cases, reviewing initial support notes, and gathering additional information from customers.
* Utilize ESRI (ArcGIS Desktop and ArcPro) suite of tools to solve complex problems and challenges that customers present.
* Continue in learning and developing skills related to ESRIs ArcGIS suite of products and it's capabilities to assist customers.
* Escalate the resolution of complex software issues to more experienced peers or members of management.
* Optimize software performance by testing the compatibility of software changes with existing customer programs and making modifications to provide routine fixes.
* Train end users and contribute to the preparation and maintenance of technical documentation.
* Communicate with the customer to identify training needs. Present training using various training modalities, such as webinars and online presentations, customized to the audience.
* Provide guidance and support to customers in customizing the software application, Including ESRI's ArcGIS, to align with their unique business processes and objectives. Provide a good understanding of how the product works and its features and benefits.
* Present product information in a clear and concise manner, working to explain complex subjects in a clear and interesting way.
* Foster a culture of continuous learning and knowledge sharing by equipping customers with the skills and resources they need to maximize the value of the software.
* Work closely with leaders and more experienced team members to train, receive feedback, and learn best practices.
* Maintain and track internal and external proprietary software records by documenting changes and revisions.
* Log all inbound product support inquiries using various internal tools. Maintain accurate and detailed records of customer interactions, including inquiries, problems, resolutions, and follow-up actions.
* Gather customer feedback and insights regarding product usability, functionality, and performance. Convey client feedback and potential product improvements to the development team based on product support experiences.
* Participate in training to develop a thorough knowledge of proprietary software applications and database updates in order to be able to respond to customer questions.
* Collaborate cross-functionally with key stakeholders across interdepartmental teams to resolve customer concerns.
* Take the initiative in thought leadership, innovation, and creativity.
* Represent the company at conferences and networking events.
* Adheres to all Meridian corporate policies and procedures.
* Travel as required.
* Any additional responsibilities assigned by management.
Requirements:
* Bachelor's Degree in GIS, Geography, or related field required.
* No experience required. Two years of applicable experience in a technical support role preferred. One year of applicable experience using ArcMap, ArcCatalog, or ArcPro preferred.
Proficiencies:
* (High) Written and verbal communication skills with a clear and concise phone presence.
* (Basic) Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Word.
* (Basic) Proficiency in ESRI's ArcGIS suite, including ArcMap and ArcCatalog.
* (Basic) Understanding of software applications with the ability to troubleshoot and support software products.
* (Basic) Proficiency in utilizing help desk software, CRM systems, and other relevant tools for managing customer inquiries.
* (Basic) Ability to think critically, assess situations, analyze issues, and provide resolutions.
* (High) Interpersonal skills with the ability to share convey technical information to technical and non-technical audiences.
* (Basic) Attention to detail with analytical, testing, and problem-solving capabilities.
* (High) Flexibility and ability to rapidly respond to changes.
* (High) Time management skills with the ability to contribute in a fast-paced environment and manage multiple, competing priorities.
* (High) Solution-oriented and proactive mindset with a willingness to learn.
* (High) Passion for excellent customer service with both internal and external customers.
* (High) Ability to collaborate effectively in a team environment.
We Offer
What We Offer:
* Outstanding Medical/Dental/Vision
* Education/Training Reimbursement
* On-Site Education Courses
* Flexible Spending Account
* Health/Wellness Reimbursement
* Excellent Life and AD&D insurance
* Paid Time Off: Eligible to begin accrual from date of hire; accrual amount based on years of service. Beginning accrual rate equivalent to 22 days per year. 10 holidays which include the day after Thanksgiving, and Christmas Eve. Up to 240 hours of PTO can roll over to the following year.
* Volunteer Time: 8 hours per year
* Retirement: Robust 401K. Following one year of eligible service, the Company contributes in two ways: (1) match of 100% of each dollar you contribute on the first five percent (5%) of eligible compensation, and (2) Employer basic contribution of 4% of base salary (with increases in basic contribution percentage based on years of service). Employees are 100% vested in Company funded contributions from the date they enter the plan.
In addition to a competitive salary, a medical/dental/vision plan, and matching 401(k), also offer:
* Relaxed Dress Code
* Flexible Hybrid 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 Cooperative 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.