At arenaflex, we're driven by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
**Join arenaflex's Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization, where we provide high-quality support experiences for mission-critical customers so they can accomplish their mission.**
**About the Role:**
We're seeking an experienced Customer Support Technician III to join our Flex VIP Support team, providing in-depth investigation and handling of more complex customer cases. As a key member of our team, you'll work on all aspects of our software in support of our customers, striving to maintain the highest level of service for all customers. This includes ensuring the appropriate and timely notification of network and maintenance statuses, managing and working tickets cases entered by agencies assigned, and collaborating with customers and the Flex Support Team.
**Key Responsibilities:**
* Manage and work tickets cases entered by agencies assigned
* Write and modify Knowledgebase Articles for distribution
* Work under minimal supervision, reproducing/confirming product defects and reporting such defects to Product Development for permanent resolution
* Manage the relationship and collaboration with customers and Flex Support Team
* Maintain required product environments for the entire Technical Support organization
* Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
* Occasionally travel to VIP customer sites to represent the Support Organization
**Essential Qualifications and Experience:**
* Bachelor's Degree in Computer Science or equivalent industry experience
* Minimum of 1 year working with the Flex Product
* Knowledge of and/or basic skills in:
+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory)
+ Validating, troubleshooting, and characterizing reported application issues
+ Web servers
+ Virtualization Software
+ Network Services (DNS, IP, HOSTS, Routing)
* Prior experience in:
+ Installing, configuring, and supporting arenaflex software
+ Answering customer questions on application usage and administration
+ Creating and updating technical documentation
+ Logging information into internal case tracking systems
+ Providing Live Phone support for public safety customers
+ Installing and configuring required 3rd party software packages
+ Providing feedback to individual contributors
**Preferred Qualifications and Experience:**
* Excellent problem-solving, troubleshooting, and customer service skills
* Analytical, efficient, and thorough
* Ability to remain calm and courteous under pressure and navigate tense situations
* Possesses strong customer relation and interpersonal skills
**What We Offer:**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Opportunities to work on high-profile projects and initiatives
* Collaborative and supportive team environment
**Why Join arenaflex?**
* arenaflex is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
* We're a leader in the safety and security industry, with a reputation for innovation and excellence.
* We offer a dynamic and collaborative work environment, with opportunities for career growth and professional development.
* We're committed to making a positive impact on our community, through our products and services.
**How to Apply:**
If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please follow the application link below to submit your resume and cover letter.
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