At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Support Specialist, you'll be at the forefront of this mission, working closely with our clients to resolve technical issues and provide top-notch support. If you're passionate about delivering world-class customer service, have a knack for problem-solving, and are eager to grow with a dynamic team, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the medical device industry. Our team of experts is dedicated to delivering cutting-edge products and services that meet the evolving needs of our clients. With a strong commitment to customer satisfaction, we're always looking for talented individuals who share our passion for excellence.
**Job Summary**
We're seeking an experienced Customer Support Specialist to join our team on a 12-month contract basis. As a key member of our support team, you'll be responsible for providing exceptional customer service, troubleshooting technical issues, and escalating complex problems to our internal teams. If you have a strong background in customer support, excellent communication skills, and a passion for problem-solving, we encourage you to apply.
**Key Responsibilities**
* Provide exceptional customer service to clients via phone, email, and chat
* Troubleshoot technical issues and resolve problems in a timely and efficient manner
* Escalate complex problems to internal teams and collaborate with cross-functional groups to resolve issues
* Document client interactions and maintain accurate records of support requests
* Work closely with our field implementation team to ensure successful installations
* Coordinate and execute the shipment of parts and supplies to customers
* Stay up-to-date with product knowledge and technical developments to provide informed support
**Essential Functions**
* Follow arenaflex's customer support protocols and procedures
* Interact with customers in a professional and enthusiastic manner via verbal and written communication
* Promptly answer support calls, document, and transfer with a high level of urgency
* Accurately document client interaction in a professional manner
* Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
* Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
* Resolve open tickets and communicate resolution to the client to confirm satisfaction
* Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
**Technical Skills and Attributes**
* Databases: SQL Server (SQL 2008/2012)
* Ability to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures
* SSIS (SQL Job) exposure/experience
* SQL Reporting Services
* OS knowledge
* Server 2008 /Server 2012/ Windows 7
* Windows Services
* IIS and Web Applications
* Running Performance Counters
* Basic Understanding of Group Policies
* Security Permissions
* Networking topology
* DNS
* DHCP
* LAN/WAN
* Telnet
* Ports (Networking/OS)
* Understanding of XML language
* Ability to review application and OS logs
* Active Directory experience or exposure
* VMware experience or exposure (1+ years)
**Soft Skills**
* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
* Excellent time management and multitasking skills
* Strong personal commitment to quality, customer service, and patient safety
* Ability to understand and communicate complex technical systems to a non-technical audience
* Works well in a team environment
* Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
**Other Skills**
* Excellent customer service skills (written and verbal) a must
* Exceptional attention to detail
* Excellent organizational skills
* Ability to work in a fast-paced environment
* Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
* Ability to effectively listen, empathize, and reassure clients their issues will be resolved
* Ability to independently research, troubleshoot, and probe technical hardware and software issues
* Ability to work in a team environment
* Ability to work in a remote, home office-based environment
* Experience using a computer in a work setting
* Strong work ethic and initiative
**Education/Licenses/Certifications Required**
* No degree required
**Work Environment and Culture**
As a remote-based employee, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. We offer a competitive compensation package, including a salary, benefits, and opportunities for growth and development.
**Compensation and Benefits**
* Competitive salary
* Benefits package
* Opportunities for growth and development
* Flexible work arrangements
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and customer-focused individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!