Customer Support Representative II

MERIDIAN COOPERATIVE INC•Duluth, GA

12d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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

Benefits

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).

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