Computer Operator & Tier 1 Customer Service Representative – Multi‑Channel Support for Healthcare Marketplace Operations

About arenaflex

arenaflex is a leading innovator in the digital transformation of public‑sector health programs. Our mission is to modernize complex, high‑volume technology environments that serve millions of citizens nationwide. By combining cutting‑edge cloud solutions, robust data integration platforms, and a relentless focus on user experience, arenaflex empowers agencies to deliver reliable, secure, and accessible health insurance services. As a member of the arenaflex team, you will be part of a purpose‑driven organization that values curiosity, collaboration, and continuous improvement.

Why This Role Matters

The Computer Operator / Tier 1 Customer Service Representative position sits at the front line of arenaflex’s Marketplace Service Desk. You will be the first point of contact for insurance issuers, agents, web brokers, and state agencies seeking assistance with account access, policy information, and technical issues. Your ability to triage, resolve, and document inquiries ensures uninterrupted service delivery, protects sensitive data, and upholds the public trust that millions rely on every day.

Key Responsibilities

• First‑Level Support: Answer inbound calls (1‑855‑arenaflex), emails, and chat requests, providing courteous, accurate, and timely assistance to users of the arenaflex Marketplace applications.
• Account Management: Perform password resets, unlock accounts, and verify user identities across multiple marketplace platforms, including commercial‑off‑the‑shelf (COTS) tools such as TIBCO MFT.
• Incident Logging & Triage: Capture every interaction in ServiceNow, assign tickets to the appropriate internal groups, and ensure seamless hand‑off to Tier 2 specialists when escalation is required.
• Knowledge‑Base Utilization: Leverage a curated knowledge repository to deliver scripted answers, while also contributing new articles based on emerging trends and recurring issues.
• Policy Guidance: Communicate general policy information supplied by business owners, and provide process guidance that aligns with arenaflex’s operational standards.
• Escalation Management: Identify critical incidents, route them to the correct IT departments, and follow up to prevent service disruptions.
• Documentation & Reporting: Maintain thorough, precise records of each contact, including resolution steps, ticket status, and any follow‑up actions.
• Shift Coverage: Work flexible shifts covering an 8 am – 8 pm window Monday through Friday, with additional weekend coverage during peak periods (September‑October) and occasional nights, holidays, and weekends as needed.
• Continuous Learning: Participate in structured training programs delivered by arenaflex instructors to deepen knowledge of marketplace functions, system architecture, and regulatory requirements.

Essential Qualifications

• GED or higher (high school diploma or equivalent).
• At least 1 year of customer‑service experience in a multi‑system environment, demonstrating the ability to juggle several applications, tabs, and issues simultaneously.
• Proven track record of following up on open tickets and achieving closure with documented outcomes.
• Exceptional verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
• Strong research orientation and dedication to resolving complex technical problems.
• Solid computer literacy, especially with Microsoft Windows, Office Suite, and a typing speed of 40 wpm or higher.
• Willingness to undergo and maintain a public‑trust clearance.
• Residency requirement: Must have lived in the United States for at least three of the past five years.

Preferred Skills & Experience

• Familiarity with ServiceNow (or similar ITSM platforms) and CxOne is a distinct advantage.
• High‑volume IT support experience, preferably within a government or large‑scale health‑insurance environment.
• Experience handling password management, account unlock procedures, and user provisioning across multiple enterprise applications.
• Ability to quickly learn and apply policy and regulatory guidance related to health‑insurance marketplaces.
• Demonstrated aptitude for documenting processes and contributing to knowledge‑base articles.

Core Competencies

• Customer‑Centric Mindset: Prioritizes the user experience, actively listens, and adapts communication style to meet diverse stakeholder needs.
• Analytical Thinking: Dissects technical issues, identifies root causes, and proposes practical solutions.
• Multi‑Tasking & Prioritization: Manages competing demands without sacrificing quality or accuracy.
• Team Collaboration: Works closely with Tier 2 specialists, developers, and business owners to ensure seamless service delivery.
• Adaptability: Thrives in a fast‑changing environment, embraces new tools, and stays current with evolving marketplace regulations.
• Integrity & Confidentiality: Handles sensitive health‑insurance data in compliance with federal privacy standards.

Career Growth & Development

arenaflex invests heavily in employee development. As a Computer Operator / Tier 1 CSR, you will have access to:

• Structured onboarding and ongoing technical training led by seasoned arenaflex instructors.
• Mentorship programs that pair you with senior analysts and IT architects.
• Opportunities to cross‑train in Tier 2 support, system administration, and business analysis.
• Certification sponsorship for industry‑recognized credentials such as ITIL Foundation, CompTIA A+, and ServiceNow System Administrator.
• Clear career pathways toward roles like Incident Manager, Service Desk Lead, or Application Support Engineer.

Work Environment & Culture

At arenaflex, we foster a collaborative, inclusive, and high‑energy atmosphere. Our teams operate in modern, ergonomically designed workspaces equipped with dual monitors, noise‑cancelling headsets, and flexible seating. While the role is primarily office‑based, we support hybrid arrangements where feasible, ensuring you have the tools to succeed from any location.

Our culture is built on:

• Innovation: We encourage you to suggest process improvements and experiment with new technologies.
• Transparency: Regular town‑hall meetings keep everyone informed about strategic goals and performance metrics.
• Recognition: Quarterly awards celebrate outstanding service, teamwork, and problem‑solving.
• Well‑Being: Comprehensive wellness programs, mental‑health resources, and flexible scheduling help you maintain work‑life balance.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate starting at $17.86 plus a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Retirement savings plan with employer matching contributions.
• Paid time off, holidays, and sick leave.
• Employee assistance program (EAP) for counseling and financial guidance.
• Tuition reimbursement for continued education and certification.
• Employee discount programs for technology, travel, and entertainment.
• Opportunities for overtime pay and shift differentials for nights, weekends, and holidays.

How to Apply

If you are a proactive problem‑solver with a passion for delivering exceptional customer service in a fast‑paced, mission‑critical environment, arenaflex wants to hear from you. Click the link below to submit your application, attach your resume, and tell us why you’re the perfect fit for this role.

Apply Now – Join arenaflex

Closing Statement

At arenaflex, we don’t just fill positions—we build careers. Your dedication to helping users navigate complex health‑insurance platforms will directly impact the lives of millions. Join a team that values curiosity, embraces challenges, and celebrates success. Apply today and become a vital part of arenaflex’s mission to modernize public‑sector health services.