At arenaflex, we're passionate about improving the lives of seniors and their caregivers through innovative communication solutions. As a leading provider of services and solutions, we're committed to delivering cutting-edge technology that enables seniors to lead more meaningful and independent lives. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, regaining their connection to the world.
As a Technical Help Desk Specialist, you'll play a vital role in resolving complex problems and providing exceptional customer experiences. You'll work closely with our team to troubleshoot, coordinate, and facilitate solutions, ensuring that our customers receive the highest level of support. If you're a versatile problem-solver with a passion for innovation, we want to hear from you.
**About arenaflex**
arenaflex is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. Our mission is to improve the lives of seniors and their caregivers, and we're committed to delivering easy-to-use, cutting-edge technology that enables them to lead more meaningful and independent lives.
**Job Summary**
As a Technical Help Desk Specialist, you'll be responsible for handling customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers. You'll use ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands. You'll analyze, troubleshoot, design, and implement fixes with minimal escalation to Tier III support, providing basic user training in support of off-the-shelf applications and office products.
**Key Responsibilities**
* Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
* Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support.
* Providing basic user training in support of off-the-shelf applications and office products.
* Performing remote system repair using remote tools (cobrowse).
* Maintaining and updating records and tracking databases.
* Collaborating with Tier III team members and departmental leadership to resolve emergent customer impacting issues.
* Using best practices and knowledge of internal or external business issues to improve products or services.
* Meeting departmental performance KPIs, goals, objectives, and responsibilities.
* Escalating, monitoring, tracking, and reporting on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
* Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
* Establishing and maintaining effective relationships with customers and appropriate follow-up.
* Demonstrating knowledge and application of company policies and procedures while applying sound judgment within scope of support.
* Conducting product testing related to new and existing product categories.
* Managing customer contacts within Salesforce CRM; adhering to standard operating procedures for data capture.
**Essential Qualifications**
* Associate degree in Networking and Systems Administration or equivalent work experience.
* Must have worked for a communication company that supported an internet-based product.
* Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
* Strong working knowledge of OS(s) including Windows.
* 3-5 years of experience with help desk in a professional environment.
* Experience utilizing network monitoring platforms or custom tools.
* Willingness to work flexible schedules including weekends.
* Requires strong problem-solving, time management, flexibility, and communication skills.
* Must have the ability to multi-task, organize, and document many tasks at one time.
* Excellent verbal and written communication skills, presentation, and problem-solving skills.
* Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes.
* Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
* Experience in professional and business writing.
* Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).
**Preferred Qualifications**
* Bachelor's degree in Computer Science, Information Technology, or related field.
* Experience with ITIL-based processes and tools.
* Certification in ITIL, CompTIA, or other relevant certifications.
* Experience with Salesforce CRM and other customer relationship management tools.
* Strong understanding of cloud-based technologies and infrastructure.
* Experience with agile methodologies and project management tools.
**Work Environment**
* 100% Remote: Work environment is at home.
* Primary functions require the ability to communicate over the phone effectively and clearly with individuals suffering from hearing loss. Must use provided headset for audio quality in our call center environment.
* Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone, and keyboard and monitor requiring close vision.
**Compensation and Benefits**
* $26.00 to $30.00/hr prospectively with consideration to experience and geographical location.
* Comprehensive benefits program, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* Opportunities for professional growth and development, including training and education programs.
* Collaborative and dynamic work environment with a team of passionate and dedicated professionals.
**How to Apply**
If you're a motivated and experienced Technical Help Desk Specialist looking for a new challenge, we want to hear from you. Please submit your application, including your resume and a cover letter, to our talent acquisition team. We look forward to reviewing your application and discussing this exciting opportunity with you.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Apply for this job