Customer & Data Support Specialist – Remote Complaint Management & Clinical Solutions (12‑Month Contract)

About arenaflex

arenaflex is a leading innovator in the medical‑device arena, delivering cutting‑edge technology that improves patient outcomes and streamlines clinical workflows. With a global footprint and a reputation for excellence, arenaflex combines deep industry expertise with a culture of continuous improvement. Our mission is to empower healthcare professionals through reliable, secure, and user‑friendly solutions that bridge the gap between data and care. As a forward‑thinking organization, we invest heavily in talent, technology, and training, ensuring that every team member has the tools and support needed to thrive in a fast‑moving, highly regulated environment.

Why This Role Matters

In today’s data‑driven healthcare landscape, the ability to manage customer interactions and maintain the integrity of clinical data is paramount. The Customer & Data Support Specialist at arenaflex plays a pivotal role in safeguarding the experience of clinicians, researchers, and end‑users who rely on our platforms for critical decision‑making. By providing responsive, knowledgeable support, you will directly influence product adoption, user satisfaction, and ultimately, patient safety.

Role Overview

This 12‑month, full‑time contract position (40 hours per week) is fully remote, offering flexible scheduling within the standard 8 AM – 5 PM Monday‑Friday window. You will join arenaflex’s Integrated Solutions Data and Clinical Support team, acting as the primary point of contact for user management, complaint resolution, and data‑related inquiries across our SaaS platform. The role demands a blend of technical aptitude, strong communication skills, and a proactive mindset to develop and refine support processes.

Key Responsibilities

• Customer Experience Management: Serve as the first line of defense for clinical‑related inquiries, ensuring timely and accurate resolution of complaints, product issues, and data queries.
• User Access & Identity Management: Administer user accounts, single sign‑on (SSO) configurations, and hosted solutions, guaranteeing secure and seamless access for all stakeholders.
• Data Integrity Assurance: Validate and troubleshoot data discrepancies, collaborate with engineering and product teams to rectify root‑cause issues, and maintain audit‑ready documentation.
• Process Development: Design, document, and implement standard operating procedures (SOPs) for user onboarding, access revocation, and escalation pathways.
• Cross‑Functional Collaboration: Work closely with Integrated Solutions, Clinical Support, and Product Management to prioritize enhancements and communicate status updates to customers.
• Reporting & Analytics: Generate weekly and monthly performance dashboards using advanced Microsoft Excel functions; leverage SQL queries to extract actionable insights from support databases.
• Continuous Improvement: Identify trends in complaint patterns, propose system enhancements, and contribute to knowledge‑base articles that empower customers to self‑serve.
• Training & Mentorship: Onboard new support team members, share best practices, and lead virtual workshops on platform navigation and data governance.

Essential Qualifications

• Bachelor’s degree in a relevant field (e.g., Health Informatics, Business Administration, Computer Science) or equivalent professional experience.
• Minimum of 1‑2 years of experience in SaaS customer support, preferably within the medical‑device or health‑technology sector.
• Demonstrated proficiency with Microsoft Excel, including pivot tables, VLOOKUP, INDEX/MATCH, and complex formula creation.
• Fundamental understanding of relational databases and ability to write basic SQL queries; advanced SQL skills are a strong plus.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, non‑technical language.
• Strong analytical mindset, capable of diagnosing issues quickly and proposing effective solutions.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.
• U.S. citizenship or Green Card holder (required for W‑2 contract compliance).

Preferred Qualifications

• Experience supporting regulated environments (e.g., FDA‑regulated medical devices, HIPAA‑compliant platforms).
• Familiarity with identity‑management tools such as Okta, Azure AD, or similar SSO solutions.
• Exposure to ticketing systems (e.g., ServiceNow, Zendesk) and ITIL best practices.
• Knowledge of data‑privacy regulations and best practices for handling protected health information (PHI).
• Prior involvement in process‑improvement initiatives or Lean Six Sigma projects.

Core Skills & Competencies

• Technical Acumen: Ability to navigate complex software platforms, troubleshoot data anomalies, and execute SQL queries with confidence.
• Customer‑Centric Mindset: Empathy for end‑users, patience in handling escalations, and a commitment to delivering exceptional service.
• Organizational Skills: Efficiently manage multiple tickets, prioritize tasks, and meet service‑level agreements (SLAs).
• Communication Excellence: Craft clear, concise emails and documentation; conduct virtual meetings with poise.
• Problem‑Solving: Apply logical reasoning to dissect issues, identify root causes, and recommend corrective actions.
• Adaptability: Thrive in a dynamic environment where product updates and regulatory changes are frequent.

Career Growth & Learning Opportunities

arenaflex is committed to the professional development of its talent. As a Customer & Data Support Specialist, you will have access to:

• Structured onboarding programs that cover arenaflex’s product suite, compliance landscape, and support tools.
• Mentorship from senior analysts and product managers who can guide you toward advanced technical roles.
• Paid certifications in data analytics, SQL, and healthcare compliance (e.g., Certified Health Data Analyst).
• Opportunities to transition into permanent roles within arenaflex’s Clinical Operations, Product Management, or Quality Assurance teams based on performance.
• Regular knowledge‑sharing webinars, cross‑departmental hackathons, and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a collaborative, inclusive, and results‑driven culture. arenaflex values:

• Transparency: Open communication channels, regular town‑hall meetings, and clear visibility into company goals.
• Diversity & Inclusion: A commitment to building a team that reflects the communities we serve, with employee resource groups and inclusive policies.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a supportive environment that respects personal commitments.
• Innovation: Encouragement to experiment, share ideas, and contribute to product enhancements that directly impact patient care.
• Recognition: Performance‑based bonuses, peer‑to‑peer recognition programs, and celebration of milestones.

Compensation, Perks & Benefits

While exact salary details will be discussed during the interview process, candidates can expect a competitive hourly rate commensurate with experience, along with the following benefits:

• Full‑time W‑2 employment with payroll, tax, and benefits administration handled by arenaflex.
• Health, dental, and vision insurance options.
• Retirement savings plan with employer matching contributions.
• Paid holidays, vacation days, and sick leave.
• Professional development stipend for courses, conferences, and certifications.
• Home‑office stipend to support ergonomic equipment and high‑speed internet.
• Employee assistance program (EAP) for mental health and wellness resources.

How to Apply

If you are a proactive, detail‑oriented professional with a passion for delivering top‑tier support in a regulated, data‑intensive environment, arenaflex wants to hear from you. To submit your application, click the link below and follow the prompts. We review applications on a rolling basis and encourage early submission.

Apply Now – Join arenaflex’s Support Team

Closing Statement

At arenaflex, every interaction matters. By joining our Customer & Data Support team, you will play a critical role in ensuring that clinicians and healthcare organizations receive the reliable, secure, and compassionate service they deserve. Bring your expertise, curiosity, and dedication to a company that values impact over titles, and help us shape the future of medical technology. Apply today and start a rewarding journey with arenaflex.