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 Success Center Support Specialist to join our team. This role is part time and will have up to 20 hours a week. We are looking for someone who is flexible. Our standard support hours are 8 am to 8 pm EST. With advance notice, we may need the CSS to cover the early or late shift, depending on business needs and coverage.
The Customer Success 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
Required 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 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
The compensation for this position is $25.00 per hour depending on experience and qualifications..