Experienced IT Customer Experience Analyst – End-to-End Support for arenaflex Business Systems

At arenaflex, we're committed to delivering innovative solutions and technical breakthroughs that make a difference in the lives of our customers. As a leading organization in the industry, we're constantly pushing the boundaries of what's possible, and we're looking for talented individuals to join our team. As an IT Customer Experience Analyst, you'll play a critical role in providing end-to-end IT customer care, ensuring that our customers receive the best possible support and experience.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's dedicated to making a positive impact in the world. We're passionate about innovation, collaboration, and customer satisfaction, and we're always looking for ways to improve and grow. Our team is made up of talented and dedicated professionals who share our vision and values, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

Job Summary

As an IT Customer Experience Analyst, you'll be responsible for providing end-to-end IT customer care, including hardware and software support on client devices. You'll work closely with our technical teams to troubleshoot issues, perform root cause analysis, and provide smart hands activity on client devices. You'll also be responsible for updating and documenting call history, team documentation, and knowledge articles, as well as working within Service Now or other ticketing systems to record updates, call routing, and updating asset information.

Key Responsibilities

* Provide end-to-end customer care for onsite and remote workers, ensuring continuity of service

• Deliver concise and timely communication to customers during support process
• Update and document call history, team documentation, and knowledge articles
• Perform desktop and laptop imaging and software deployment with industry standard tools
• Partner with technical teams to perform root cause analysis and smart hands activity on client devices
• Provide hardware and software support on client devices including installation, troubleshooting, upgrades, and removal
• Work within Service Now or other ticketing systems for recording updates, call routing, and updating asset information
• Escalate issues as required to appropriate support tier
• Cross-functional collaboration with other IT teams and internal business stakeholders
• Follow internal standardized processes, identify gaps, and recommend improvements where needed
• Remain current with latest technology deployed within the workplace
• On a rotational basis, this position must be available to respond to "calls" on weekends and/or after hours and be on site within one hour of notification by the company to respond to events such as VIP ticket handling, and P1/P2 call event support
• Periodic travel to remote facilities may be required

Essential Qualifications

* Strong troubleshooting skills

• Professional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner
• Ability to work independently, with minimal supervision, and as part of a team
• Foundational understanding of Windows operating system, client – peer network functionality, Microsoft active directory users and groups, and concepts such as “On Prem” and “Azure Cloud” as it pertains to client device, hardware, and software
• Basic understanding of Mobile Device Management and M365 mobile applications
• Excellent customer interaction and time management skills
• Proficiency in documentation and call annotation
• Prioritization skills in support of multiple competing requirements

Preferred Qualifications

* Experience participating in structured projects or deployments

• Associate degree or equivalent business experience

Skills and Competencies

* Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong technical skills, including proficiency in Windows operating system, client – peer network functionality, and Microsoft active directory users and groups
• Ability to learn and adapt to new technologies and processes
• Strong customer service skills, with a focus on providing exceptional customer experience

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:

• On-the-job training and mentorship
• Professional development programs and workshops
• Opportunities for advancement and career growth
• Access to industry-leading technologies and tools
• Collaborative and supportive work environment

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, empowering, and inclusive, and we're always looking for ways to improve and grow. Our team is made up of talented and dedicated professionals who share our vision and values, and we're passionate about making a positive impact in the world.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary and benefits
• Comprehensive health and wellness program
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional development and career growth
• Collaborative and supportive work environment

How to Apply

If you're a motivated and talented individual who's passionate about delivering exceptional customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering, and we're always looking for ways to improve and grow. Apply for this job