Experienced Customer Support Specialist - Remote 2nd Shift PST (Must Have OS Log & Customer Support Experience)

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! Apply for this job