Join the arenaflex family and embark on a thrilling journey of self-discovery, skill-building, and career advancement. As a valued member of our Data Innovation Group, you'll have the opportunity to explore a vast array of possibilities, both within and outside of work. With a strong focus on adaptability, innovation, and teamwork, you'll be empowered to grow both personally and professionally while having a blast.
**Why You'll Love This Role**
This position is an integral part of the Data Innovation Group within the Data Innovation Division at arenaflex. As a Customer Support Analyst, you'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by our cutting-edge Advancements framework. Your expertise will be the first point of contact for clients, ensuring seamless and efficient issue resolution.
**Key Responsibilities**
* Provide goal-to-issue resolution via phone, and when necessary, escalate more complex issues to certified support specialists.
* Offer first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP environments) and Centralized computer (UNIX/IBM environments).
* Conduct issue identification for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and Dab Lattice printers.
* Collaborate with internal and external support groups and third-party vendors to identify and address core issues.
* Reenact or reproduce client issues to determine working troubles.
* Maintain daily attention to outages and issues framework-wide.
* Escalate episodes to acceleration groups to ensure client resolution.
* Provide timely communication (oral or written) to Level 2 support or other service personnel, as necessary.
* Expedite consultation with Level 2 support or other service personnel regarding quality issues to determine efficacy or strategy.
* Remain on duty longer than required as needed and when approved.
* Maintain confidentiality regarding employee, organization, and client data.
* Demonstrate commitment to and adherence to all company and departmental policies, procedures, and practices.
**Shift Work Required/24x7 IT Inclusion Climate**
As a Customer Support Analyst, you'll be part of a dynamic team that operates 24/7, ensuring seamless support to our clients. You'll be required to work flexible shifts, including evenings, weekends, and holidays.
**All You'll Need for Success**
* Minimum Qualifications:
+ Training and earlier professional experience
+ Technical degree or equivalent experience
+ 2+ years Help Desk or client support experience
+ 2+ years investigating experience with service desk environments
+ Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff
* Preferred Qualifications:
+ Instruction and earlier professional experience
+ Apple certification (Apple Expert)
+ A+ certification
* Skills, Licenses, and Certifications:
+ Strong relational, written, and verbal communication skills
+ Ability to perform multiple tasks in a fast-paced environment
+ Strong critical thinking and analytical skills
**What You'll Get**
Join the arenaflex family and enjoy a comprehensive benefits package, including:
* Medical benefits: On your first day, you'll have access to your health, dental, prescription, and vision benefits. Plus, we offer virtual doctor visits, flexible spending accounts, and more.
* Health programs: We believe you should be your best self, which is why our health programs provide you with the right tools, resources, and support you need.
* 401(k) Program: Accessible upon hire, and, depending on the workgroup, business contributions to your 401(k) program are available after one year.
* Extra benefits: Other amazing benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Be Yourself at arenaflex**
From the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are designed to connect our colleagues to our clients, vendors, networks, and investors, helping colleagues reach their full potential and creating a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a tremendous sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey? Join us at arenaflex and be yourself.
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