Customer Support Specialist at Meridian Knowledge Solutions, LLC in Reston, Virginia

Job Description:

Meridian Knowledge Solutions, LLC, a Visionary Integration Professionals subsidiary, is the leading provider of enterprise, web-based learning management software. Meridian's powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian's software is being used by some of the world's largest, most successful organizations, including Fortune 500 companies and government agencies. The company is headquartered in Reston, VA. For additional information about Meridian Knowledge Solutions, visit www.meridianks.com.

Meridian is seeking a Customer Support Specialist to join our team. This role will be remote and must be able to work 12pm - 8pm ET.

The Customer Care Center Support Specialist will be responsible for administrative support and advanced troubleshooting of Meridian's Learning Management System.

Responsibilities:

• Serves as primary point of contact for client inquiries and product assistance requests.
• Provides research and analysis to clients, investigates reported issues, troubleshoots and resolves issues
• Documents and tracks the progress of each request while providing excellent client management, responsive follow through and communication between the client and the organization.
• Prioritizes issues based on severity and manages the resolution of all issues within accepted maintenance agreements.
• Determines different point of escalation of functional/technical request (to different teams) to resolve client issues as applicable.
• Exemplifies principles of ownership and accountability and drives tasks to issue closure by leveraging individual knowledge, team resources, documentation, and other available resources.
• Strong communication (written and verbal) to internal teammates and external customers. Commitment to providing exemplary customer experience and satisfaction.
• Troubleshoots software defects, configuration and data issues and test new software fixes and enhancements.
• Designs validation steps for the clients to test software fixes or sends replication steps to a client that clearly communicate what steps a client needs to take to complete a task in the LMS.
• Generates weekly status updates with analysis on the support tasks and provides insight and recommendations for improvements.
• Understands and educates customers on various system functionality and how to improve the utilization of the LMS
• Collaborates extensively with peers, members of the project team, and developers to resolve client issues while improving the effectiveness of the team and the information available to our clients.
• Performs special projects and other duties as assigned
• Provides testing support to the Delivery QA Team for Professional Service Tasks
• Assists with the development and maintenance of the customer related documentation and reporting

Minimum Qualifications:

• 1-3 years of experience in a customer facing role for an enterprise software company,
• Ability to think about a problem from a variety of perspectives and develop different approaches to solving it.
• Ability to dig down into the details and configure systems.
• Conceptual understanding of product workflows. You understand the interactions between the various features, how they might work in concert together and how you might need to go to different areas of the product to try to resolve a problem.
• Demonstrate the ability to research and resolve problems using a variety of resources and tools
• Ability to clearly and effectively present information and respond to questions from groups within and also outside the company.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

This job description is not intended to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts Meridian's right to assign or reassign duties and responsibilities at any time.

Meridian Knowledge Solutions is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

The compensation for this position is $60,000 to $65,000 per year. This position is eligible for a benefits package including medical, dental, vision, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, 7 paid holidays and flexible paid time off.

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