Customer Support Representative II

Arista Information Systems is seeking a Customer Support Representative II to provide high-quality technical support and operational expertise for our products and services. This role is responsible for diagnosing and resolving customer issues, supporting implementations and application changes, and ensuring customer success across complex workflows.The ideal candidate will bring strong troubleshooting capabilities, a customer-first mindset, and experience working in fast-paced, technical support or operations environments.What You'll DoProvide technical product support to internal and external customers via phone, email, and support systemsTroubleshoot basic to complex software and application issues, identify root causes, and guide customers through resolutionCreate detailed work orders and design specifications for new or modified applicationsPartner with customers to gather and refine requirements, propose solutions, and deliver approved document designsSupport implementations, migrations, and configuration changes, ensuring successful deployment to production environmentsPlan, execute, and validate application and workflow testing to ensure data accuracy and proper functionalityMonitor and manage alerts related to customer file processing and system workflowsTrack and document all customer interactions and incidents using internal toolsCoordinate application releases, manage implementation timelines, and secure customer signoffMaintain knowledge of USPS mailing standards, including postage, barcoding, and address requirementsEscalate unresolved issues appropriately and collaborate with cross-functional teamsMentor and assist junior support representatives as neededWhat You'll Bring3+ years of experience in product support, technical support, implementations, customer operations, or a similar roleProven experience troubleshooting software or application issues in a customer-facing environmentStrong ability to analyze workflows, identify root causes, and drive resolutionExperience supporting implementations, migrations, or system configuration changesAbility to manage multiple customer requests, priorities, and projects simultaneouslyExperience testing applications, workflows, or document outputs for accuracy and performanceStrong documentation, organization, and attention to detailPreferred Technical ExperienceExposure to SQL and ability to query or interpret dataExperience with Jira or other Atlassian toolsFamiliarity with PDF or document composition toolsExperience supporting print, mail, or document workflow environmentsKnowledge of IVR systems or payment platformsExperience in SaaS or application support environmentsRequired Soft SkillsExcellent verbal and written communication skillsAbility to explain technical concepts to non-technical usersStrong critical thinking and problem-solving abilitiesOutstanding Medical/Dental/Vision that starts on the first day of employment.Education/Training ReimbursementFlexible Spending AccountHealth/Wellness Reimbursement (fitness tracking device one-time up to $300)Excellent Life Insurance & DisabilityVacation: 22 days of accrued time off (no waiting period). 9 holidays which include the day after Thanksgiving & Christmas Eve. Up to 240 hours of vacation time can rollover to the following year.Volunteer Time: 8 hours per yearRetirement: very robust 401K employees are 100% vested in the Company-funded employer basic contributions from the date they enter the plan. The Company will match 100% of each dollar you contribute on the first five percent (5%) of eligible compensation that you contribute to your account. Employer basic contribution eligibility occurs on the first day of the month following the employee’s completion of one year of continuous service (contribution of 4-11% of base salary based on years of service).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. #J-18808-Ljbffr