At arenaflex, we are dedicated to delivering exceptional customer support to our clients in the medical device industry. As a Customer Support Specialist, you will be the first point of contact for our clients, providing timely and effective solutions to their technical and customer-related issues. If you are a motivated and customer-focused individual with a passion for delivering outstanding support, we encourage you to apply for this exciting remote opportunity.
**About arenaflex**
arenaflex is a leading provider of innovative solutions to the medical device industry. Our team of experts is committed to delivering exceptional customer support, ensuring that our clients receive the highest level of service and support. We are proud to offer a dynamic and supportive work environment that fosters growth, learning, and collaboration.
**Job Summary**
We are seeking an experienced Customer Support Specialist to join our team on a 12-month contract basis. As a Customer Support Specialist, you will be responsible for providing timely and effective support to our clients, resolving technical and customer-related issues, and escalating complex issues to the appropriate teams. This is an entry-level position that requires 1-5 years of technical/customer support experience, with opportunities for accelerated growth and development.
**Key Responsibilities**
* Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities, obtaining necessary information, attempting to resolve incidents, or escalating if necessary
* Delegate pending call-backs to the appropriate Customer Support Specialist tiers
* Document client interactions, including name, concerns/complaints, facility, and phone number, before escalating tickets
* Follow necessary Customer Support protocols, interacting 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 interaction 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 and Preferred Qualifications**
* 1-5 years of technical/customer support experience
* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
* Excellent time management and multitasking skills
* 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 certifications: A+, N+
**Technical Skills and Attributes**
* Databases: SQL Server (SQL 2008/2012)
* Ability 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
* 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
**Other Skills**
* Excellent customer service skills (written and verbal) a must
* 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 that 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**
arenaflex is committed to providing a dynamic and supportive work environment that fosters growth, learning, and collaboration. As a remote employee, you will have the flexibility to work from home and enjoy a work-life balance. Our team is passionate about delivering exceptional customer support and is dedicated to making a positive impact in the medical device industry.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including:
* Hourly rate: $25-$30 per hour
* Benefits: Medical, dental, and vision insurance
* Paid time off: 10 days per year
* Holidays: 10 paid holidays per year
* Professional development opportunities: Training and development programs to enhance your skills and knowledge
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering outstanding support, we encourage you to apply for this exciting remote opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
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