Experienced Full Stack Customer Support Technician – Remote Support for arenaflex

At arenaflex, we're on a mission to empower our customers with innovative solutions that drive business growth and success. As a leading provider of cutting-edge technology and services, we're seeking an experienced and skilled Customer Support Technician to join our team. As a key member of our Business Innovation Division, you'll play a vital role in delivering exceptional technical support and problem resolution to our clients, ensuring their seamless experience with our products and services.

About arenaflex

arenaflex is a global leader in the development and delivery of innovative solutions for the graphic, digital, and industrial markets. With a rich history spanning over a century, we've established ourselves as a trusted partner for businesses and organizations seeking to drive growth, efficiency, and innovation. Our commitment to excellence, customer satisfaction, and employee development has earned us a reputation as a world-class organization.

Company Overview

arenaflex is a dynamic and diverse organization with five operating divisions, each offering a unique set of products and services. Our Imaging Division provides one-time-use cameras, digital printing equipment, and instax™, while our Electronic Imaging Division markets digital cameras, lenses, and accessories for content creators. Our Optical Devices Division offers optical lenses for the broadcast, cinematography, videography, and industrial markets. The Business Innovation Division develops office and commercial print solutions and enables digital transformation, while our Industrial Products Division develops data storage solutions.

Job Description

As a Customer Support Technician – Remote Support, you'll be responsible for providing timely technical support and problem resolution to our clients via phone, online, or other methods. You'll work closely with our client personnel to understand their needs, troubleshoot issues, and provide solutions that meet their expectations. Your expertise will be essential in resolving complex technical problems, analyzing equipment performance, and providing on-site service and installation support as needed.

Responsibilities

* Provide timely technical support and problem resolution to all customers via phone, online, or other methods

• Monitor critical accounts and actively participate 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
• Analyze and evaluate equipment performance
• Provide on-site service and installation support as needed for training and development purposes
• Provide on-site customer support during periods of high activity
• Provide technical support to other technicians as needed via phone, teams, or other remote software tools
• Provide sales assistance for demos and/or customer visits as needed
• Work closely with and develop strong business relationships with our client personnel
• Complete all required reporting procedures related to phone support and/or software support
• Complete all required administrative tasks in an accurate and timely manner
• Account for all time and activity by recording information through the proper tracking system
• Attend training classes and develop necessary knowledge and skills to service BID-supported equipment
• Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager
• Perform related duties as assigned by manager

Required Skills/Education

* 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

Salary and Benefits

* $32.00-36.00/hour; depending on experience

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

What We Offer

At arenaflex, we're committed to providing a dynamic and supportive work environment that fosters growth, innovation, and employee satisfaction. As a valued member of our team, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for professional growth and development
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and resources
• Flexible work arrangements and remote work options

How to Apply

If you're a motivated and experienced professional looking for a challenging and rewarding opportunity, we encourage you to apply for this exciting role. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, cultures, and perspectives. Apply for this job