Product Support Specialist II

MERIDIAN COOPERATIVE INC•Atlanta, GA

8d•Onsite

About The Position

Meridian Cooperative is hiring a FIS Product Support Specialist II to join our Product Support Team. This role is for someone who understands how financial operations work in real-world scenarios, such as payroll, inventory reconciliation, or general ledger management, and can translate that knowledge into exceptional customer support. The customers supported are utilities that provide essential services nationwide. The specialist will serve as a subject matter expert for customers using the FIS Accounting System, troubleshooting issues across GL, payroll, and inventory modules. They will resolve and document customer cases via phone, email, and chat, deliver end-user training through webinars and presentations, and surface product feedback to improve the customer experience. Additionally, the role involves mentoring junior team members and collaborating across departments.

Requirements

4+ years’ experience in a technical support function
Experience customizing or supporting SaaS software
Strong communicator who can make complex topics clear and approachable
Comfortable with software troubleshooting
Salesforce, JIRA or other ticketing system experience
Bachelor's Degree in IT, Computer Science, Business, Accounting, or equivalent work experience
Customer-first mindset with a genuine interest in solving problems

Nice To Haves

Hands-on familiarity with general ledger, payroll processing, inventory management, or bookkeeping
Exposure to utility, billing, or cooperative systems
Familiarity with SQL for querying and troubleshooting data issues

Responsibilities

Serve as a subject matter expert for customers using our FIS Accounting System—troubleshooting issues across GL, payroll, and inventory modules
Resolve and document customer cases via phone, email, and chat
Deliver end-user training through webinars and guided presentations
Surface product feedback that improves the customer experience
Mentor junior team members and collaborate across departments

Benefits

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.