What are the responsibilities and job description for the Product Support Specialist II position at Meridian Cooperative?
At Meridian Cooperative, our Product Support team plays a critical role in helping customers succeed with our proprietary software solutions. As a Product Support Specialist II, you’ll serve as a trusted technical partner to our customers—resolving issues, providing guidance, and helping users get the most value from our products.
This role is ideal for an experienced SaaS support professional who enjoys problem-solving, customer interaction, and collaborating cross-functionally to drive product excellence.
What You’ll Do
Experience
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.
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This role is ideal for an experienced SaaS support professional who enjoys problem-solving, customer interaction, and collaborating cross-functionally to drive product excellence.
What You’ll Do
- 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.
Experience
- 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
- 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.
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.
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