Experienced Full Stack Customer Support Technician – Remote Support for arenaflex

Join arenaflex, a world-renowned leader in innovative solutions, as we seek an experienced Full Stack Customer Support Technician to join our team. As a key member of our Business Innovation Division, you will play a vital role in providing exceptional technical support to our clients, ensuring their satisfaction and loyalty to arenaflex.

About arenaflex

arenaflex is a global leader in the development and manufacturing of cutting-edge solutions for various industries. With a rich history spanning over 80 years, we have established ourselves as a trusted partner for businesses and consumers alike. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a leader in the industry. Our Business Innovation Division is the largest graphic distributor in the US, delivering world-class solutions for Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and traditional Offset supplies. We are also the industry leader in Color Standardization and G7 implementation.

About the Role

As an Experienced Full Stack Customer Support Technician, you will be responsible for providing technical support advice and consultation to arenaflex clients via phone, online, or other methods. You will work closely with our clients to troubleshoot and resolve technical issues, ensuring their equipment is running smoothly and efficiently.

Key Responsibilities

* Provide timely technical support and problem resolution to all customers

• Monitor critical accounts and actively participate in support activities to minimize downtime for customers
• Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines
• Analyze and evaluate equipment performance
• Provide on-site service and installation support as needed for training and development purposes
• Provide on-site customer support during periods of high activity
• Provide technical support to other technicians as needed via phone, teams, or other remote software tools
• Provide sales assistance for demos and/or customer visits as needed
• Work closely with and develop strong business relationships with our client personnel
• Complete all required reporting procedures related to phone support and/or software support
• Complete all required administrative tasks in an accurate and timely manner
• Account for all time and activity by recording information through the proper tracking system
• Attend training classes and develop necessary knowledge and skills to service BID supported equipment
• Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager
• Perform related duties as assigned by manager

Required Skills/Education

* Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines

• HS Diploma or GED
• 5 or more years of field service experience with industry-related product lines
• Proficient in 2 or more product line technologies
• Excellent troubleshooting skills to diagnose and resolve complex technical problems
• Experience utilizing KT analytics
• Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
• Strong critical thinking and decision-making
• Demonstrate a full working knowledge of multiple product lines they support, including theory of operation as well as the mechanics and/or software related support
• Computer skills with emphasis on operating systems and hardware
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications, and outstanding customer service
• Requires a valid state driver's license (Real ID compliant), and passport
• Must be able to travel up to 15%

Desired Skills

* 10+ years' experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries

• Knowledge of Salesforce Service Cloud
• Proficient in 3 or more product line technologies
• Thorough understanding of arenaflex portfolio of equipment

Salary and Benefits

* $32.00-36.00/hour; depending on experience

• Bonus eligible
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

Work Environment and Company Culture

arenaflex offers a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City. We are committed to providing equal opportunities in hiring, promotion, and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application through our website. We look forward to hearing 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 and promotes equal opportunities for all employees.

Accommodation for Applicants with Disabilities

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).

Apply Now

Don't miss this opportunity to join arenaflex and contribute to our mission of "giving our world more smiles." Apply now and take the first step towards a rewarding career with our team! Apply for this job