Meridian Cooperative · 2 days ago
Product Support Specialist II
Atlanta, GA
Full-time
Onsite
Mid Level
4+ years expMeridian Cooperative Inc is a company that provides enterprise software solutions to utilities across the country. As a Product Support Specialist II, you will serve as a trusted technical partner to customers, resolving issues and providing guidance to help users maximize the value of the proprietary software solutions.
AccountingBillingInformation TechnologyNon ProfitSoftware
Responsibilities
Provide high-quality product support to customers via phone, email, chat, and other inbound channels
Troubleshoot proprietary software and database applications, guiding users through corrective steps and solutions
Create, document, and manage support cases by gathering details, reviewing initial notes, and tracking resolution progress
Escalate complex or advanced issues to senior peers or management when appropriate
Test software updates and changes for compatibility and implement routine fixes to improve functionality and performance
Train end users and contribute to the development and maintenance of technical documentation
Identify customer training needs and deliver training through webinars, online presentations, and other learning formats
Support customers in configuring and customizing software to align with their business processes and objectives
Clearly explain technical concepts to both technical and non-technical audiences
Document all customer interactions accurately, including issues, resolutions, and follow-up actions
Gather and share customer feedback related to usability, functionality, and performance with internal development teams
Maintain thorough knowledge of Meridian’s proprietary software and database updates through ongoing training
Provide guidance and mentorship to Product Support Specialist I team members
Collaborate with cross-functional teams to resolve customer issues and enhance the customer experience
Demonstrate initiative through thought leadership, innovation, and creative problem-solving
Represent Meridian Cooperative at conferences, training events, and networking opportunities as needed
Adhere to all Meridian corporate policies and procedures
Travel as required and perform additional duties as assigned
Qualification
Required
Minimum of four (4) years of experience in a technical or product support role
Experience supporting SaaS software solutions required
Bachelor's degree in Information Technology, Computer Science, or a related field required
Troubleshooting and supporting SaaS software and database applications
Experience with help desk, CRM, and case management tools
Ability to test software updates and document fixes and system changes
Clear, professional written and verbal communication skills
Ability to explain technical concepts to technical and non-technical users
Strong customer service mindset with experience delivering end-user training
Critical-thinking and analytical skills to diagnose and resolve issues
Attention to detail with a solution-oriented approach
Ability to gather and relay customer feedback for product improvements
Ability to collaborate cross-functionally and mentor junior team members
Strong time management skills in a fast-paced environment
Adaptable, proactive, and comfortable working with moderate autonomy
Benefits
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.
Company
Meridian Cooperative
Meridian Cooperative is a not-for-profit cooperative, leader in the development of innovative utility software and technology solutions.
501-1000 employees
H1B Sponsorship
Meridian Cooperative has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (8)
2023 (7)
2022 (7)
2021 (2)
Funding
Current Stage
Late StageLeadership Team
Chris Haas
Chief Executive Officer
Heath Glass
Chief Technology Officer
Recent News
2022-04-21
Company data provided by crunchbase