Job Description

SOUTHEASTERN DATA COOPERATIVE INC. (SEDC) is looking for a MERIDIAN PRODUCT SUPPORT SPECIALIST II to work with our Meridian Accounting Product Support team in our ATLANTA, GA office location.   

ABOUT SEDC:

SEDC was 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, SEDC has unified multiple leading-edge companies under its umbrella in order to truly execute that vision. Today, the SEDC Suite serves over 500 utilities across the country with industry leading enterprise software solutions.

JOB SUMMARY:   

Responsible for resolving basic to complex technical product-related issues for customers via inbound calls, email, chat, etc. Acts as the first line of support for proprietary software and/or database applications by troubleshooting and resolving reported issues, implementing basic fixes to improve functionality, and serving as the liaison between the customer and other department teams.   

ROLES & RESPONSIBILITIES:  

· Optimizes software performance by testing compatibility of software changes with existing customer programs and making modifications to provide routine fixes.   

· Investigates and promotes resolution of end user issues by creating cases, reviewing initial support notes, and gathering additional information from customer.   

· Escalates resolution of complex software issues to more experienced peer or management and may create development work order for management review.   

· Optimizes customer use of software by training end users, recommending instructional language, contributing to the preparation of technical documentation, interpreting instructions, and answering questions.   

· Maintains and/or tracks internal and external proprietary software records by documenting changes and revisions.   

· Records inbound product support requests utilizing various internal tools and conveys customer feedback to teams responsible for product development.   

· Participates in training to increase and maintain knowledge of proprietary software applications; provides related training to junior peers and customers.   

· May perform product support activities at customer site without direct supervision.   

MINIMUM QUALIFICATIONS:  

· 3- 5 years of Customer or Product ; BS in Computer Science or equivalent combination of education and experience   

· Provides technical product support to customers by identifying user problems, reviewing technical documentation and researching solutions, and guiding users through corrective steps.   

· Investigates and promotes resolution of end user issues by creating cases, reviewing initial support notes, and gathering additional information from customer.   

WE OFFER:   

· Competitive medical benefits package including health, dental, vision, and life   

· 401(k) with up to 9% in company contributions after one year   

· $4,000 for tuition reimbursement   

· Wellness reimbursement plan and volunteer days 

Guided by the SEDC Vision 2025 strategy, our leaders have developed 5 stretch goals to achieve a best-in-class organization for our members, customers, and employees.  

It is a priority that our future team member embraces these goals and demonstrate the behaviors to guide the company to realize success:

• Act as One Unified Company
• Put Our Members/Customers First in All We Do
• Be Known for Our Innovative Products and People
• Grow our Reputation and Market Share
• Compete on Culture

*SEDC IS AN EQUAL OPPORTUNITY EMPLOYER. WE CELEBRATE DIVERSITY AND STRIVE TO CREATE AN INCLUSIVE ENVIRONMENT FOR ALL EMPLOYEES. *UNFORTUNATELY WE CANNOT SPONSOR EMPLOYMENT VISAS NOW OR IN THE FUTURE FOR THIS POSITION.