Product Support Specialist I

Product Support Specialist I

At Meridian Cooperative, we are passionate about making work easier for our Members, Customers, Partners, and Employees. As a family company, we take pride in our collaborative culture, our innovative spirit, and our commitment to delivering solutions that matter.

Futura Systems, a Meridian Cooperative subsidiary, provides enterprise utility GIS solutions to hundreds of electric membership cooperatives, municipal systems, and utility providers across the U.S. Leveraging ESRI's ArcGIS platform, we deliver mapping, staking, outage management, operations, and workforce management tools that are both powerful and user-friendly.

If you thrive on problem-solving, learning, and helping customers succeed, this is the place for you!

Position Overview: As a Product Support Specialist I, you will be the first line of support for our customers, troubleshooting GIS product-related issues, implementing solutions, and helping users maximize the value of our software. You will collaborate with internal teams, communicate solutions clearly, and contribute to a culture of innovation and learning.

What You'll Do:

• Provide first-line product support via phone, email, and chat.
• Identify and troubleshoot technical issues using documentation and customer input.
• Utilize ESRI ArcGIS tools (ArcMap, ArcCatalog, ArcPro) to solve user challenges.
• Escalate complex issues to senior team members when needed.
• Test software changes for compatibility and implement basic fixes.
• Train end users and create technical documentation, webinars, and presentations.
• Customize software solutions to align with customer business processes.
• Gather and share customer feedback with development teams to improve product functionality.
• Maintain accurate records of customer interactions and support activities.
• Collaborate with cross-functional teams to resolve customer concerns.
• Represent the company at conferences and networking events.
• Stay proactive in learning, innovation, and knowledge-sharing.

What You Will Bring:

• Bachelor's Degree in GIS, Geography, or a related field.
• 2 years or more technical support experience preferred.
• Familiarity with ArcMap, ArcCatalog, or ArcPro preferred (1 year).

• Excellent written and verbal communication skills.
• Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Basic knowledge of ESRI ArcGIS suite.
• Understanding of software troubleshooting and support.
• Experience with help desk software or CRM tools.
• Strong analytical and problem-solving abilities.
• Ability to communicate technical information to technical and non-technical audiences.
• Flexibility, time management, and ability to thrive in a fast-paced environment.
• Solution-oriented, proactive, and eager to learn.
• Passion for exceptional customer service and teamwork.

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. 10 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.