Product Support Specialist II

Description

Meridian Cooperative is hiring an FIS Product Support Specialist II 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.

Summary:

The FIS Product Support Specialist II is a member of the Meridian Accounting Product Support team, responsible for answering calls and working cases about functions within the FIS system that are related to accounting, general ledger, payroll, inventory and much more. 

The FIS Product Support Specialist will work with a high degree of professionalism to resolve basic to moderately complex product-related issues or questions for customers via inbound calls, email, chat, etc. They will act as the first line of support for proprietary software and/or database applications, and serve as the liaison between the customer and other internal teams.

Responsibilities:

• Provide product support and answer customer questions received via telephone and email. As needed, escalate to more experienced peers or members of management.
• 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.
• Investigate end-user issues by creating cases, reviewing initial support notes, and gathering additional information from customers. Create JIRA tickets for development fixes as appropriate.
• Identify user problems and review technical documentation to research solutions. May include writing SQL queries for research purposes or fixing data. Guide users through corrective steps.
• Provide guidance and support to customers in customizing the software application to align with their unique business processes and objectives. Provide a good understanding of how the product works and its features and benefits.
• Participate in training to increase and maintain thorough knowledge of proprietary software applications and database updates in order to be able to respond to customer questions. Provide related training to less experienced peers and customers.
• 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.
• Conduct work with a moderate degree of autonomy and provide guidance and mentorship to Product Support Specialist I’s.
• Collaborate cross-functionally with key stakeholders across interdepartmental teams to resolve customer concerns.

Requirements:

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Four years of applicable experience.

Preferred Qualifications: Experience with accounting, general ledger, payroll and inventory, preferably in a cooperative and/or utility setting.

Proficiencies:

• (High) Written and verbal communication skills with a clear and concise phone presence.
• (Moderate) Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Word.
• (Moderate) Understanding of software applications with the ability to troubleshoot and support software products.
• (Moderate) Proficiency in utilizing help desk software, CRM systems, and other relevant tools for managing customer inquiries.
• (Moderate) 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.
• (Moderate) 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. 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 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 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.