At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Specialist, you'll play a vital role in providing top-notch support to medical device professionals, ensuring their needs are met, and their concerns are addressed promptly. If you're passionate about delivering outstanding customer service, have a knack for technical troubleshooting, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions to the medical device industry. Our team of experts is committed to delivering exceptional products and services that improve patient outcomes and enhance the healthcare experience. As a remote Customer Support Specialist, you'll be part of a dynamic team that values collaboration, innovation, and customer satisfaction.
**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're a motivated, customer-focused individual with a passion for technical support, we encourage you to apply.
**Key Responsibilities**
* Accept inbound calls from medical device professionals, obtain necessary information, and attempt to resolve incidents or escalate as needed
* Delegate pending call-backs to the appropriate Customer Support Specialist tiers
* Document client interactions, including name, concerns, facility, and phone number, before escalating tickets
* Follow necessary Customer Support protocols and 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 interactions 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
**Essential Qualifications**
* 1-5 years of technical/customer support experience
* Ability to review application and OS logs
* Excellent customer service skills (written and verbal)
* 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
**Preferred Qualifications**
* Experience with databases, including SQL Server (SQL 2008/2012) and SSIS (SQL Job)
* Knowledge of OS, including Server 2008/Server 2012/Windows 7
* Familiarity with IIS and Web Applications
* Basic understanding of Group Policies, Security Permissions, and Networking topology
* Experience with Active Directory and VMware
* A+, N+ certifications
**Technical Skills**
* 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
* 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)
* 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
**Work Environment and Culture**
As a remote Customer Support Specialist, you'll work from the comfort of your own home office, enjoying a flexible schedule and the ability to work independently. Our team is collaborative, innovative, and customer-focused, with a strong commitment to quality, safety, and patient satisfaction. We offer a dynamic and supportive work environment that encourages growth, learning, and professional development.
**Compensation and Benefits**
We offer a competitive compensation package, including:
* Hourly rate: $25-$35 per hour
* Benefits: Health, dental, and vision insurance
* Paid time off: Vacation, sick leave, and holidays
* Professional development opportunities: Training, certifications, and education assistance
* Flexible scheduling: Work from home, flexible hours, and remote work options
**How to Apply**
If you're a motivated, customer-focused individual with a passion for technical support, we encourage you to apply. Please submit your resume, cover letter, and any relevant certifications or experience to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
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