Meridian Cooperative is looking for a Product Support Specialist II to provide outstanding service and technical expertise to their utility customers, ensuring they get the most out of the company's enterprise software solutions.
Requirements
- 4+ years in a technical support role.
- Proficiency in troubleshooting software applications and using CRM/help desk tools.
- Ability to analyze problems, think critically, and deliver solutions.
Responsibilities
- Troubleshoot and resolve basic to moderately complex software and database issues.
- Escalate more complex issues to senior team members or management when needed.
- Train and guide customers through product functionality, using webinars, online sessions, and tailored training approaches.
- Customize solutions to align with customer business processes.
- Log, track, and maintain detailed support records while capturing customer feedback.
- Collaborate with cross-functional teams to resolve issues and enhance the customer experience.
- Provide mentorship to Product Support Specialist I team members.
Other
- Serve as the first point of contact for customer inquiries via phone, email, and chat.
- Represent Meridian at conferences and networking events.
- Strong written and verbal communication with the ability to explain complex topics clearly.
- Excellent interpersonal and collaboration skills.
- Strong time management and ability to thrive in a fast-paced environment.
- A proactive, solution-oriented mindset with a passion for customer service.
