Experienced Customer Support Technician – Night Shift Support for arenaflex
Join arenaflex, a leading provider of automation solutions, and be part of a dynamic team that delivers exceptional customer service and support to end-users.
About arenaflex
arenaflex is a renowned provider of offshore talent for organisations in various industries. For over a decade, we've been supporting our global clients with premium resourcing and productivity solutions. Our vibrant, modern work environments achieve high levels of employee engagement: happy, healthy, committed people who love what they do. arenaflex Team HQ is located at Mega Tower, EDSA in the heart of Manila, Philippines.
Why join arenaflex?
Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We'll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development.
Job Summary
We are seeking an experienced Customer Support Technician to join our night shift support team. As a Customer Support Technician, you will be responsible for delivering exceptional customer service and support to end-users by identifying problems, researching answers, and guiding customers through corrective steps via email, phone, or live web session. You will interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Key Responsibilities
* Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer through corrective steps via email, phone, or live web session.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs.
- Gather customer's information, logs, error messages, and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms. Provide a clearly understood solution to the customer.
- Research required information using available resources and document history of issues in logical steps.
- Maintain proper, informative case documentation for ongoing knowledge base, training, tracking, and resolution to inquiries.
- Collaborate with Solution Consultants, Training Team, and other internal teams to build a cohesive culture of knowledge share.
- Follow standard processes and procedures, and adhere to Case Management Policies as set forth by the Manager of Customer Support.
- Stay current with system information, software changes, and updates.
- Potential Future Work: Overtime Work - Work after hours, weekends, and holidays on an on-call rotation.
- Other duties as assigned.
Competencies
* Excellent, passionate, and proactive customer service skills through phone, email, chat, and Salesforce.
- Customer Service/Relationship building.
- Proficient in working with Cases in Salesforce ticketing system.
- Proficient problem-solving skills.
- Proficient in PC and network technologies: Operating System, System Permissions, Log Files.
- Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
- Prefer knowledge of SMA Technologies's product – VisualCron - administration and troubleshooting skills.
Requirements
* Education: + Required: At least an Associate Degree graduate + Preferred: Bachelor's Degree in Computer Information Systems or related field.
- Experience:
+ Required: Minimum 3 years of experience as a support technician supporting Applications and Network Systems + Preferred: 4 years of experience as a support technician supporting multiple environments.
- Certifications:
+ Plus to have: CompTIA A+ Certification
Benefits and Perks
* WFH
- Medical, Dental Coverage, and Life insurance from day 1 of employment
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Regular Company Events, Work Life Balance, and Career growth opportunities
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we'd love to hear from you! Please submit your application through our website or email us at [email protected]. Apply for this job