Experienced Customer Support Specialist - Medical Device Industry

At arenaflex, we are dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Specialist in our Medical Device Industry team, you will play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met, and their concerns are addressed promptly. If you are passionate about delivering outstanding customer service, have a knack for technical troubleshooting, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative medical devices and solutions that improve patient outcomes and enhance the quality of life. Our team of dedicated professionals is committed to delivering exceptional products and services that meet the evolving needs of the healthcare industry. As a Customer Support Specialist, you will be part of a dynamic team that is passionate about making a difference in people's lives.

Job Summary

We are seeking an experienced Customer Support Specialist to join our team in San Diego, CA. As a Customer Support Specialist, you will be responsible for providing exceptional support to healthcare professionals, resolving technical issues, and ensuring customer satisfaction. This is an entry-level position that requires 1-5 years of technical/customer support experience, with opportunities for accelerated growth and professional development.

Key Responsibilities

* Provide exceptional customer support to healthcare professionals via phone, email, and chat

• Troubleshoot technical issues with medical devices and software
• Document customer interactions and resolve open tickets
• Collaborate with internal teams to resolve complex technical issues
• Communicate effectively with customers to understand their needs and concerns
• Work in a fast-paced environment with multiple priorities and deadlines
• Maintain a professional demeanor in high-pressure situations
• Meet or exceed customer satisfaction targets

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
• Support the field implementation team to successfully complete installations
• Coordinate and execute the shipment of parts and supplies to customers

Technical Skills and Attributes

* Databases: SQL Server (SQL 2008/2012)

• Must be able 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

• Preferred Certifications: A+, N+

What We Offer

* Competitive salary and benefits package

• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Comprehensive training and support to ensure your success

How to Apply

If you are a motivated and customer-focused individual with a passion for technical troubleshooting, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! Apply for this job