Experienced Customer Support Specialist - Medical Device Industry - Remote Opportunity

At arenaflex, we are committed to delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative medical devices, we understand the importance of providing top-notch support to our customers, and we're seeking a highly skilled and dedicated Customer Support Specialist to join our team.

About arenaflex

arenaflex is a dynamic and rapidly growing company that specializes in developing cutting-edge medical devices that improve patient outcomes and enhance the quality of life. Our team of experts is passionate about delivering innovative solutions that make a real difference in people's lives. We're proud to be a part of the medical device industry, and we're committed to making a positive impact on our customers and the communities we serve.

Job Description

As a Customer Support Specialist at arenaflex, you will be the first point of contact for our customers, providing timely and effective support to resolve their technical issues and concerns. You will be responsible for:

• Accepting inbound calls from doctors, nurses, pharmacies, and other healthcare entities
• Obtaining necessary information, attempting to resolve the incident, or escalating if necessary
• Documenting client interactions, including concerns, complaints, facility, and phone number
• Delegating pending call-backs to the appropriate Customer Support Specialist tiers
• Collaborating with internal teams to resolve complex technical issues
• Providing exceptional customer service, ensuring that our customers feel valued and supported

Essential Functions

* Follow necessary Customer Support protocols

• Interact 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

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

Education/Licenses/Certifications Required

* No degree required

• Preferred Certifications: A+, N+

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and growing company in the medical device industry
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job