At arenaflex, we're on a mission to revolutionize the way we approach healthcare administrative costs for federal government agencies, payers, and providers. As a leading innovator in this space, we're seeking an exceptional Overnight IT Customer Service Support Specialist to join our team. If you're a highly motivated and customer-focused individual with a passion for delivering top-notch technical support, we want to hear from you!
**About You**
We're looking for someone who embodies the arenaflex spirit – a person who is passionate about providing hands-on and remote-controlled workstation support services. As an Overnight IT Customer Service Support Specialist, you'll be responsible for answering incoming calls or emails in a timely manner, identifying problems occurring in our products, and escalating them for a swift resolution. If you're a team player, a self-motivator, and a professional who values integrity, honesty, and trust, we'd love to hear from you.
**Key Responsibilities**
As an Overnight IT Customer Service Support Specialist, you'll be responsible for:
* Conducting every transaction with a customer-focused, courteous approach to ensure first call resolution and achieve a satisfaction score of 90% or higher
* Documenting call activity into the Service Desk ticketing system
* Maintaining access for all client systems, as assigned
* Working with other Support Center analysts and Senior Technicians to understand workstation and server support needs
* Providing hands-on and remote-controlled workstation support services
* Participating in software deployments, client workstation triage, or basic management of remote network printer support
* Providing appropriate training frameworks, programs, and end-user support procedures or documented technical solutions to users who call in
* Handling basic active directory administration requests, such as password resets or new hire account creations
* Completing new hire class build-outs from start to finish, including account creation, user permissions, security badge access, etc.
* Participating in and supporting new hire classes in the required IT Zoom orientation meetings
* Creating and updating documentation as needed in Confluence & Microsoft Teams, as it pertains to new processes, troubleshooting, etc.
* Managing new hires & terminations, as it pertains to badge access, AD account management, user permissions, hardware procurement, etc.
* Providing up to 30% onsite technical support at any/all arenaflex office locations
* Being able to fully deploy a fully configured PC system, including imaging, installing all requisite software, processing updates, installing drivers, procuring all necessary hardware, configuring Windows user profile, etc.
**Essential Qualifications**
* A minimum of 1 year in a customer service type role
* Proficient in Windows 10 with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
* Excellent verbal and written technical communications skills
* Ability to quickly learn new technologies and work collaboratively with other technical groups
* Experience with Active Directory, Databases, VPN connections, or troubleshooting network
**Preferred Qualifications**
* Experience with IT customer service support in a remote-controlled workstation environment
* Familiarity with Confluence & Microsoft Teams
* Knowledge of HIPAA guidelines for protecting the privacy and security of sensitive personal and/or health information
**About arenaflex**
At arenaflex, we're passionate about working hard to lower healthcare administrative costs for federal government agencies, payers, and providers. Our mission is to improve the health of our clients' business and make the lives of the people we work with better. As we continue to experience exponential growth, we're looking for uncommon individuals to enhance our vision. We lead with our values of Passion, Courage, Integrity, and Respect in all interactions, making us a consistent annual Best Places to Work organization.
**About the Benefits**
We're proud to put our signature on each one of our employees. When you're a member of arenaflex, you're part of a solutions-based organization where the values of passion, integrity, courage, and respect drive all our decision-making. We trust in you to do important work and bring the best version of yourself to work every day, so we want to help you achieve a work-life balance while consistently challenging yourself.
* Health Insurance for Our Associates
* Fully Paid Life Insurance
* Fully Paid Short- & Long-Term Disability
* Paid Vacation
* Paid Sick Leave
* Paid Holidays
* Professional Development and Tuition Assistance Program
* 401(k) Program with Employer Match
* Referral Bonuses
* Hybrid & Remote Opportunities
**General Areas of Accountability**
* Must conduct business and personal affairs in a manner that is always a credit to the company
* Must maintain a good credit rating while employed with the company
**Security Requirement**
* U.S. Citizenship or naturalized citizenship is required for this position
* All work on all positions at arenaflex must be completed in the continental United States, Alaska, or Hawaii
**Working Conditions**
* The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise
* Routine periods of being on the phone utilizing a headset, sitting, and data keying are required
* Remote Eligibility: This position is Ad-hoc remote eligible. Eligibility is determined by Management or Talent Operations.
**Performance Management**
* All arenaflex associates are subject to regular performance management to determine if skills and training requirements are suitable for the position.
**Machines and Equipment**
* The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.
**Physical Activity**
* The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.
If you're a highly motivated and customer-focused individual with a passion for delivering top-notch technical support, we want to hear from you! Apply now to join our team as an Overnight IT Customer Service Support Specialist and be part of our mission to revolutionize the way we approach healthcare administrative costs for federal government agencies, payers, and providers.
How to Apply
If you're ready to take your career to the next level and join a dynamic team of innovators, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
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