Preferred Shift: M-F 9am to 6pm Meridian Cooperative is hiring a Technical Customer Support Representative I for one of our Family Companies - Arista Information Systems. Arista offers our customers a paper and electronic billing service which complements our industry-leading utility billing software. Meridian Cooperative was 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, our company has unified multiple leading-edge companies under its umbrella in order to truly execute that vision. Today, the Meridian Co-op Suite serves over 500 utilities across the country with industry leading enterprise software solutions. The perfect candidate will be responsible for resolving basic to complex technical product-related issues for internal and external customers via inbound calls and email. Creates detailed design specifications and tests application changes to specifications. Implements and manages new or modified applications to customers' specification. Provides technical product support and customer service to internal and external customers by identifying problems, reviewing technical documentation, researching solutions, and guiding customers through steps of resolution. Investigates and promotes resolution of internal and external customer issues by creating work order specifications, documenting accuracy, mailing concerns, supporting applications including bill presentment and payment, interactive voice response, document composition, and other products and services. Streamlines customer file processing by evaluating alerts and alert emails that are received internally. Tracks all incidents and customer contacts utilizing various internal tools. Evaluates customers' need for new applications or modifications to existing applications. This includes working with the customer to refine their requirements, determine any data conversion requirements, and proposing a document solution. Completed document designs are given to the customer for approval. Creates a detailed design specification based on the refined requirements to provide to programming to create or modify an application. This includes mock up samples, data source values, and any data conversion details that may be required. Plans, creates and conducts tests of the applications provided by programming to ensure the accuracy of the data and the correctness of the composed document or programming. This includes testing the production flow, the generation of all USPS documentation, and reviewing output for accuracy. Responsible for managing and guiding all aspects of the application implementation. Coordinates the moving of the new or modified applications into the productions system on the agreed upon date. Provides samples to the customers for a final signoff on the changes. Maintains proficiency with the applicable USPS mailing standard including postage, barcodes, and address placements. Directs unresolved issues to the next level of support personnel. Bachelor's Degree; equivalent professional experience may be considered for substitution for the required degree on an exception basis. 1-2 years of experience in the following: internal/external call support, customer implementations, test work orders and write work order specs
Guided by our Vision 2025 strategy, our leaders have developed 5 stretch goals to achieve a best-in-class organization for our members, customers, and employees. It is a priority that our future team member embraces these goals and demonstrate the behaviors to guide the company to realize success:
