Southeastern Data Cooperative Inc. (SEDC) is looking for a Product Support Specialist to join our Accounting Product Support team, at our Atlanta, GA office location.
For nearly four decades, SEDC has been a leader in creating innovative software solutions for the utility industry. We are home to a diverse group of developers, designers, analysts, instructors, a dedicated support team, and much more. We are always looking for talented and energetic people to add to our team!
Competitive medical benefits package including health, dental, vision, and life
401(k) with up to 9% in employer contributions after 1 year
$4,000 for tuition reimbursement
Wellness reimbursement plan, volunteer days
About the Role
We’re looking for provide technical support representative as a Product Support Specialist. The individual will take on a key role in orchestrating and managing complex/technical customer support cases for SEDC products. The position will focus on timely case resolution, customer relationship building, and improving overall customer experience. The individual will partner with the Support staff on continuous improvement through team collaboration and content documentation.
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 the customer. Escalates resolution of complex software issues to more experienced peer or management and may create development work order for management review.
Optimizes software performance by testing the compatibility of software changes with existing customer programs and making modifications to provide routine fixes.
Optimizes customer use of software by training end users, recommending an 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 the customer site without direct supervision.
1-2 years of Software Support experience
Bachelor’s degree or equivalent work experience required
Proficient with Microsoft Office products.
Exceptional interpersonal and customer service experience required
Excellent verbal and written communication skills
General understanding of billing and accounting
May be required to provide additional after-hours support to provide resolution or assistance to customers.
Experience with one or more of the following a strong plus:
MSSQL and Oracle Database
Microsoft .NET based applications
Basic SQL Scripting
*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.
Internal Number: 1089
SEDC has been a leader in the development of innovative utility software solutions for four decades. We’re committed to providing our users with CIS/Billing, Accounting, Capital Credits, Engineering and Operations applications configured to meet their unique needs. We understand that your success depends on effective communication between a variety of groups and departments, and we strive to deliver software that connects your entire organization. Our enterprise software suite provides the most advanced tools available across a wide range of applications, including Meter Data Management, Prepaid Metering, Mobile Workforce Management, Document Imaging, Work Management, Advanced Visual Analytics, Cybersecurity Solutions and Managed Security Services, among others.
As a stand-alone software package, UPN gives utility companies, electric cooperatives, and power providers all the tools necessary to do your job easily and efficiently. And when you're ready to take business to the next level, SEDC offers seamless integration with the industry's top technology services, delivering even more tools to increase productivity and reduce overhead.
In addition, we pride ourselves on providi...ng industry-leading customer service, clear and helpful documentation, regularly-scheduled webinars and superior training for all our Members and Customers. We believe in hiring a diverse group with a broad range of talents, including knowledgeable implementation specialists, Microsoft-certified support specialists, and top programmers dedicated to staying one step ahead of emerging technologies.