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 Do

• Provide technical product support to internal and external customers via phone, email, and support systems
• Troubleshoot basic to complex software and application issues, identify root causes, and guide customers through resolution
• Create detailed work orders and design specifications for new or modified applications
• Partner with customers to gather and refine requirements, propose solutions, and deliver approved document designs
• Support implementations, migrations, and configuration changes, ensuring successful deployment to production environments
• Plan, execute, and validate application and workflow testing to ensure data accuracy and proper functionality
• Monitor and manage alerts related to customer file processing and system workflows
• Track and document all customer interactions and incidents using internal tools
• Coordinate application releases, manage implementation timelines, and secure customer signoff
• Maintain knowledge of USPS mailing standards, including postage, barcoding, and address requirements
• Escalate unresolved issues appropriately and collaborate with cross-functional teams
• Mentor and assist junior support representatives as needed

What You'll Bring

• 3  years of experience in product support, technical support, implementations, customer operations, or a similar role
• Proven experience troubleshooting software or application issues in a customer-facing environment
• Strong ability to analyze workflows, identify root causes, and drive resolution
• Experience supporting implementations, migrations, or system configuration changes
• Ability to manage multiple customer requests, priorities, and projects simultaneously
• Experience testing applications, workflows, or document outputs for accuracy and performance
• Strong documentation, organization, and attention to detail

     Preferred Technical Experience

• Exposure to SQL and ability to query or interpret data
• Experience with Jira or other Atlassian tools
• Familiarity with PDF or document composition tools
• Experience supporting print, mail, or document workflow environments
• Knowledge of IVR systems or payment platforms
• Experience in SaaS or application support environments

     Required Soft Skills

• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong critical thinking and problem-solving abilities

• Outstanding Medical/Dental/Vision that starts on the first day of employment.  
• Education/Training Reimbursement
• Flexible Spending Account
• Health/Wellness Reimbursement (fitness tracking device one-time up to $300)
• Excellent Life Insurance & Disability 
• Vacation:  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 year 
• Retirement:  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.