Southeastern Data Cooperative
Location: Atlanta,GA, USA
Date: 2025-01-01T06:48:52Z
Job Description:
Meridian Cooperative is looking for 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 our Dunwoody office, 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. This role is hybrid and may be performed out of Dunwoody, GA.Job SummaryResponsible for resolving complex technical product-related issues for customers that have been escalated from the Product Support team. Provide solutions for sophisticated product problems for proprietary software and/or database applications by troubleshooting and resolving issues, implementing complex fixes to improve functionality, and serving as the liaison between the customer and other internal teams.Essential Functions* Provide product support to team members and customers regarding sophisticated technical issues.* Identify user problems and review technical documentation to research solutions. Identify the root causes of issues and guide users through corrective steps.* Duplicate problems and define root causes of issues and concerns.* Investigate end-user issues, review initial support notes, and gather additional information from customers when needed.* Handle advanced customer issues that have been escalated by less experienced peers where they have not succeeded in isolating and resolving the issues.* Optimize software performance by testing the compatibility of software changes with existing customer programs and making modifications to provide routine fixes.* Manage technical and training documentation, ensuring it is comprehensive, accurate, up-to-date, and organized in an accessible manner.* Present product training to customers and internal team members using various training modalities, such as webinars and online presentations, customized to the audience. Ensure all parties have 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 to technical and non-technical audiences in a clear and interesting way.* Champion 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.* Maintain and track internal and external proprietary software records by documenting changes and revisions.* Maintain accurate and detailed records of customer interactions, including inquiries, problems, resolutions, and follow-up actions. Document customer interactions, troubleshooting steps, and solutions to build a knowledge base for future reference.* 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. Give recommendations for product enhancements and discuss design issues.* Possess and maintain an advanced and thorough knowledge of proprietary software applications and database updates in order to be able to respond to customer questions and resolve concerns. Provide related training to less experienced peers and customers.* Work with leaders to develop product support and training strategies, while conducting work with a high degree of autonomy and providing guidance and mentorship to Product Support team members.* 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 Information Technology, Computer Science, or related field.* Six years of applicable experience in a technical support role.Proficiencies:* (High) Written and verbal communication skills with a clear and concise phone presence.* (High) Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Word.* (High) Understanding of software applications with the ability to troubleshoot and support software products (High) Proficiency in utilizing help desk. software, CRM systems, and other relevant tools for managing customer inquiries.* (High) Ability to think critically, assess situations, analyze issues, and provide resolutions.* (High) Interpersonal skills with the ability to share and convey technical information to technical and non-technical audiences.* (High) 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 OfferWhat 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. 9 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 GymAbout 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 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.
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