Experienced Full Stack Customer Support Technician – Remote Support for arenaflex

Join arenaflex, a leading global technology company, as we continue to innovate and push the boundaries of what's possible. Are you passionate about delivering exceptional customer experiences and troubleshooting complex technical issues? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Customer Support Technician to join our team of talented professionals. As a key member of our support team, you will be responsible for providing technical support advice and consultation to our clients via phone, online, or other methods.

About arenaflex

arenaflex is a global technology company with a rich history of innovation and a commitment to delivering world-class solutions. Our Business Innovation Division is the largest graphic distributor in the US, providing cutting-edge solutions for Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and more. We're a company that values collaboration, creativity, and a passion for learning. Our headquarters is located in Valhalla, New York, just one hour north of New York City.

Responsibilities

As a Full Stack Customer Support Technician, you will be responsible for:

• Providing timely technical support and problem resolution to all customers via phone, online, or other methods
• Monitoring critical accounts and actively participating in support activities to minimize downtime for customers
• Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines
• Analyzing and evaluating equipment performance
• Providing on-site service and installation support as needed for training and development purposes
• Providing on-site customer support during periods of high activity
• Providing technical support to other technicians as needed via phone, teams, or other remote software tools
• Providing sales assistance for demos and/or customer visits as needed
• Working closely with and developing strong business relationships with our client personnel
• Completing all required reporting procedures related to phone support and/or software support
• Completing all required administrative tasks in an accurate and timely manner
• Accounting for all time and activity by recording information through the proper tracking system
• Attending training classes and developing necessary knowledge and skills to service BID supported equipment
• Communicating technical and escalated issues to the Regional Service Manager and Technical Service Manager
• Performing related duties as assigned by manager

Requirements

To be successful in this role, you will need:

• A Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
• HS Diploma or GED
• 5 or more years of field service experience with industry-related product lines
• Proficient in 2 or more product line technologies
• Excellent troubleshooting skills to diagnose and resolve complex technical problems
• Experience utilizing KT analytics
• Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
• Strong critical thinking and decision-making
• Demonstrate a full working knowledge of multiple product lines they support, including theory of operation as well as the mechanics and/or software related support
• Computer skills with emphasis on operating systems and hardware
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications, and outstanding customer service
• Requires a valid state driver's license (Real ID compliant), and passport
• Must be able to travel up to 15%

Desired Skills

* 10+ years' experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries

• Knowledge of Salesforce Service Cloud
• Proficient in 3 or more product line technologies
• Thorough understanding of arenaflex portfolio of equipment

Compensation and Benefits

* $32.00-36.00/hour; depending on experience

• Bonus eligible
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

Why Join arenaflex?

* Collaborative and dynamic work environment

• Opportunities for professional growth and development
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance
• Flexible work arrangements to support work-life balance
• Access to cutting-edge technology and tools
• Collaborative and supportive team environment

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional technical support, we want to hear from you! Apply now to join our team of talented professionals and take the first step towards a rewarding career with arenaflex. Apply for this job

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is inclusive, respectful, and free from discrimination. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]). Apply for this job