At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our remote team, you'll play a vital role in supporting our clients and driving business growth. If you're passionate about delivering top-notch support, have a knack for multitasking, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions that empower businesses to succeed. Our team of experts is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our ranks. With a strong focus on remote work, we offer a flexible and dynamic work environment that allows you to thrive and grow.
**Job Summary**
We're seeking an experienced Customer Support Representative to join our remote team on a part-time basis. As a key member of our support team, you'll be responsible for providing exceptional customer experiences, resolving issues efficiently, and driving business growth. If you're a motivated and customer-focused individual with a passion for delivering top-notch support, we encourage you to apply.
**Key Responsibilities**
As a Customer Support Representative at arenaflex, you'll be responsible for:
* **Support Ticket Triage**: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
* **Account Access Updates**: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
* **Notification of Account Creation**: Welcome new users by sending outreach communications that include training materials and registration information.
* **Zoho Desk (Help Desk) Monitoring**: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
* **Upsell Additions**: Update user access and notify external parties when upsell additions occur (e.g., HPT, Quantros, GIC).
* **Hand-Off Calls**: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.
**Essential Qualifications**
To succeed in this role, you'll need:
* At least 1 year of client-facing customer support experience
* Proficiency in Microsoft Office, Excel, and other productivity tools
* Healthcare background/terminology experience
* Excellent communication and multitasking skills
**Preferred Qualifications**
While not required, the following qualifications will make you a strong candidate:
* Bachelor's degree
* Experience with Zoho Desk (Help Desk) software
**Skills and Competencies**
To excel in this role, you'll need:
* Strong communication and interpersonal skills
* Ability to multitask and prioritize tasks efficiently
* Proficiency in Microsoft Office and other productivity tools
* Healthcare background/terminology experience
* Experience with Zoho Desk (Help Desk) software (preferred)
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our team members grow and develop their skills. As a Customer Support Representative, you'll have access to:
* Ongoing training and development opportunities
* Career growth and advancement opportunities
* Collaborative and dynamic work environment
* Flexible work arrangements (remote work options)
**Work Environment and Company Culture**
At arenaflex, we're passionate about creating a positive and inclusive work environment that supports the well-being and growth of our team members. Our company culture is built on:
* Collaboration and teamwork
* Innovation and creativity
* Customer focus and satisfaction
* Continuous learning and development
**Compensation, Perks, and Benefits**
As a part-time Customer Support Representative at arenaflex, you'll enjoy:
* Competitive hourly rate ($20-24/hour)
* Flexible work arrangements (remote work options)
* Ongoing training and development opportunities
* Career growth and advancement opportunities
* Collaborative and dynamic work environment
* Access to medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching (after 31 days of employment)
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering top-notch support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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