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SalaryMeridian Cooperative is hiring a 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.
Summary:
This person will be responsible for taking calls from customers in a professional manner. Must be able to provide excellent written and oral communication; Must be able to display cognizant ability in order to access critical situations; Must have the ability to identify, research and resolve customer questions by phone and email; Must be able to develop work orders to meet customer’s needs or to address software issues; Must have a clear & concise phone presence. UPN or Cooperative experience is a plus.
Responsibilities:
This job requires an aptitude for math along with attention to detail. Members of the billing Product Support bill program group are responsible for answering calls about functions within CA system that are related to billing accounts and penalizing through the delinquent notice program.
- Log all cases and associated details in CRM
- Responsible for monitoring phone queues for calls
- Setting up new rates, helping customers modify rates
- Researching parameters to meet customer requirements
- Troubleshooting printing issues dealing with data files and bill layout.
- Writing fix and billable work orders
- Migrating rates
- Customizing tax calculations
- Budget/levelized calculations, proration, estimation and invoice billing
- Writing SQL queries for research purposes or fixing data
- Send File Transfers(FTF) for billing fix work orders completed
- Be vigilant and knowledgeable regarding ALL new software releases that are shared with customers. It is critical that we stay on top of our newly released software.
- Must be able to work extended hours when necessary
- Ability to multi-task and prioritize tasks that are assigned
- Provide Beta Site training and/or be a lead
- Administer webinars and onsite presentations to customers
We Offer:
- Outstanding Medical/Dental/Vision that starts on the first day of employment.
- Education/Training Reimbursement
- On-Site Education Courses
- Flexible Spending Account
- Health/Wellness Reimbursement (fitness tracking device one-time up to $300)
- Excellent Life Insurance & Disability
- Vacation: 22 days of accrued time off (no waiting period). 9 holidays which include the day after Thanksgiving & Christmas Eve. Up to 240 hours of vacation time can rollover to the following year.
- Volunteer Time: 8 hours per year
- Retirement: very robust 401K employees are 100% vested in the Company-funded employer basic contributions from the date they enter the plan. The Company will match 100% of each dollar you contribute on the first five percent (5%) of eligible compensation that you contribute to your account. Employer basic contribution eligibility occurs on the first day of the month following the employee’s completion of one year of continuous service (contribution of 4-11% of base salary based on years of service).
In addition to a competitive salary, 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 Co-op has unified multiple leading-edge companies under its umbrella in order to truly execute that vision. Today, the Meridian Suite serves over 500 utilities across the country with industry leading enterprise software solutions.
Bachelor's Degree with 3+ years of Product Support client experience or more years of experience in lieu of degree.
UPN or Cooperative experience is a plus.
