What are the responsibilities and job description for the Product Support Specialist II position at Meridian Cooperative?
Description
Are you passionate about solving problems, helping customers succeed, and working with innovative technology? Meridian is looking for a Product Support Specialist II to join our team!
In this role, you’ll be the trusted first point of contact for our customers—troubleshooting software issues, providing guidance, and ensuring they get the most value from our products. You’ll balance technical expertise with strong communication skills, making complex topics easy to understand while fostering lasting customer relationships.
What You’ll Do
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.
Are you passionate about solving problems, helping customers succeed, and working with innovative technology? Meridian is looking for a Product Support Specialist II to join our team!
In this role, you’ll be the trusted first point of contact for our customers—troubleshooting software issues, providing guidance, and ensuring they get the most value from our products. You’ll balance technical expertise with strong communication skills, making complex topics easy to understand while fostering lasting customer relationships.
What You’ll Do
- Serve as the first line of support for proprietary software and databases via phone, email, and chat
- Troubleshoot and resolve product-related issues, escalating complex cases when needed
- Guide users through corrective steps and train customers using webinars, online presentations, and other learning tools
- Customize support solutions to fit unique customer needs and business processes
- Collaborate cross-functionally with internal teams to improve product performance and user experience
- Mentor Product Support Specialist I’s and share best practices across the team
- Represent Meridian at conferences and networking events
- Experience: 4 years in a technical support role
- Education: Bachelor’s in Information Technology, Computer Science, or equivalent experience in a related field
- Skills:
- Strong written & verbal communication
- Ability to troubleshoot and support software applications
- Proficiency with help desk software, CRM systems, and Microsoft Office Suite
- Excellent problem-solving, time management, and customer service mindset
- Flexibility, adaptability, and a solution-oriented approach
- A passion for empowering customers through technology
- 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.
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.