Experienced Customer Experience - Technical Help Desk Specialist – Remote Opportunity

Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Experience - Technical Help Desk Specialist to join our dynamic team. As a key member of our support team, you will play a vital role in resolving complex technical issues, providing top-notch customer service, and driving business growth.

About arenaflex

arenaflex is a leading provider of innovative communication solutions, dedicated to improving the lives of seniors and their caregivers. Since our founding in 2011, we have been committed to delivering cutting-edge technology and exceptional customer service. Our mission is to empower individuals with hearing loss to regain their connection to the world, and we take pride in our reputation as a trusted and compassionate partner.

The Role

As a Customer Experience - Technical Help Desk Specialist, you will be responsible for handling customer escalations from various sources, including Tier I personnel, direct sales, technicians, and direct end-users. Your primary objective will be to resolve complex technical issues through effective troubleshooting, coordination, and facilitation with other support teams. You will work closely with our Tier III team members and departmental leadership to resolve emergent customer-impacting issues and drive business growth.

Key Responsibilities

- Utilize ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands. - Analyze, troubleshoot, design, and implement fixes with minimal escalation to Tier III support. - Provide basic user training in support of off-the-shelf applications and office products. - Perform remote system repair using remote tools (cobrowse). - Maintain and update records and tracking databases. - Collaborate with Tier III team members and departmental leadership to resolve emergent customer-impacting issues. - Use best practices and knowledge of internal or external business issues to improve products or services. - Meet departmental performance KPIs, goals, objectives, and responsibilities. - Escalate, monitor, track, and report on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation. - Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes. - Establish and maintain effective relationships with customers and appropriate follow-up. - Demonstrate knowledge and application of company policies and procedures while applying sound judgment within scope of support. - Conduct product testing related to new and existing product categories. - Manage customer contacts within Salesforce CRM; adhere to standard operating procedures for data capture. - Other duties and responsibilities as assigned.

The Kind of People We Look For

- Versatile individuals who thrive on variety and challenge. - Excited about working in a fast-paced environment. - Innate problem solvers who want to grow in a flexible, collaborative culture. - Takes initiative, pushes boundaries, motivated to innovate. - Talented individuals with a growth mindset who want to use their learning and relationship-building skills. - Align with our company core values: Integrity, Accountability, Collaboration, Service, and Quality.

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).

Physical Demands

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.

Employees may experience the following physical demands for extended periods of time:

- Sitting, standing, and walking (70%) - Keyboarding (80%) - Viewing computer monitor, tablet, and cell phone requiring close vision (80%)

Work Environment

100% Remote: Work environment is at home.

Compensation

$26.00 to $30.00/hr prospectively with consideration to experience and geographical location. Please see www.arenaflex.com/careers for an overview of our generous benefits program.

Intrigued to Learn More?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

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.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Apply To This Job Apply for this job