At arenaflex, we're dedicated to revolutionizing the healthcare technology landscape by empowering meaningful care collaboration and real-time patient insights. As a leading North American healthcare technology platform, we've been shaping the future of healthcare for over 20 years, with a team of over 2,200 passionate employees working tirelessly to impact millions across the continent. Our commitment to innovation and excellence has earned us recognition as one of the top 100 private cloud companies by Forbes and Canada's Most Admired Corporate Cultures by Waterstone Human Capital.
We're not just building software – we're building a community of like-minded individuals who share our vision of creating a world where providers and plans can confidently deliver frictionless care. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America.
**Join us and be part of a team that is making a real impact.**
**About the Role:**
As an Experienced Customer Support Solutions Analyst – Financial Services, you'll play a vital role in providing exceptional customer experiences while handling technical queries and complaints for our cloud-based healthcare solutions. You'll be responsible for prioritizing daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To succeed in this role, you'll need to remain calm while trouble-shooting simple to moderately complex system issues with customers, possess a strong understanding of administrative tasks and workflows for long-term care and medical facilities, and be able to work cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers.
**Key Responsibilities:**
- Provide world-class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application
- Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities
- Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
- Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
- Effectively use and search the knowledge base, occasionally contributing new or updated content
- Meet or exceed established service delivery guidelines and key performance indicators
- Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
- 11-8 Shift work required
**Your Key Strengths:**
- Secondary Degree in Progress or Completed
- Understand the business processes and practices within a long-term care or medical facility
- Strong, demonstrable problem-solving skills
- Excellent communication skills, written and oral
- Energized and motivated by a fast-paced, dynamic, high-demand working environment
- Demonstrated ability to multi-task, prioritize, and manage customer expectations
- A quick learner with acumen for software and technology
- A patient and active listener who is detail-oriented
- High level of customer focus and empathy
- Familiarity with arenaflex software is an asset
- Experience supporting and trouble-shooting web-based software applications
- Preference for those with experience using diagnostic tools to help resolve customer issues
**Compensation and Benefits:**
- $55,000 - $60,000 a year
- US: At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $55,000 to $60,000 + Performance-based bonus, and benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations.
Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
- Overtime Eligible
**arenaflex Benefits & Perks:**
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
**Diversity, Equity, and Inclusion:**
At arenaflex, we're committed to creating an inclusive and equitable work environment where everyone feels valued and respected. We believe that diversity is a strength, and we're dedicated to fostering a culture that celebrates different perspectives, experiences, and backgrounds. We welcome and encourage applications from people with disabilities and are committed to providing accommodations throughout the selection process.
**Information Security:**
arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
**How to Apply:**
If you're passionate about making a real impact in the healthcare technology landscape, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and our team will review your qualifications and experience. We look forward to hearing from you!
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