Product Support Specialist

Product Support Specialist I

Are you someone who loves solving puzzles, helping people, and learning new tech? Join Meridian Cooperative, where we power utilities and communities with smart software solutionsand support our customers every step of the way.

We're looking for a Product Support Specialist I to be the friendly, knowledgeable first point of contact for our users. If you enjoy diving into technical challenges, explaining solutions in simple terms, and making someone's day easier, we want to hear from you.

What You'll Do

• Be the voice of Meridian: Help customers by phone and email with product questions and issues.
• Problem-solve with purpose: Troubleshoot basic software issues and guide users through solutions.
• Be a bridge: Escalate complex problems to senior team members and collaborate with internal teams.
• Empower our customers: Deliver software training via webinars or one-on-one sessions tailored to their needs.
• Help improve our products: Log user feedback and work closely with product and development teams.
• Learn and grow: Gain hands-on experience with software systems while being supported by a team of experts.

What You'll Bring

• 12 years of experience in a technical support or customer service role
• Experience customizing or supporting SaaS software
• Basic familiarity with software applications and an eagerness to learn more
• Exposure to utility, billing, or cooperative systems is a bonus (nice-to-have for Meridian)
• Comfort with Microsoft Office and basic CRM/help desk tools
• Familiarity with ticketing systems (e.g., Jira, Zendesk) preferred
• Strong verbal and written communication skills
• Ability to explain technical concepts in a clear, user-friendly way
• Committed to delivering timely, high-quality service
• Bachelor's degree in IT, Computer Science, or equivalent experience a plus

What We Offer

• Outstanding Medical/Dental/Vision
• Education/Training Reimbursement
• 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.

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 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.