**Experienced Customer Support Analyst – Data Innovation Group**
Join arenaflex, a world-renowned airline, and embark on a journey that will take you to the far corners of the globe, challenge you to grow, and reward you with a sense of fulfillment and satisfaction. As a valued member of the Data Innovation Group within the Data Innovation Division, you will be at the forefront of delivering exceptional customer experiences, leveraging cutting-edge technology, and driving innovation. **Why You'll Love This Role** As a Customer Support Analyst, you will be responsible for providing first-level issue resolution via phone for all equipment and software supported by arenaflex's advanced systems. You will be the first point of contact for customers, and your expertise will make all the difference in their journey. **Key Responsibilities** * Provide goal-to-issue resolution via phone, and when necessary, escalate more complex issues to certified support specialists. * Offer first-level support to end-users for PC equipment and organization (Windows 7/Windows XP environments) and centralized computer (UNIX/IBM environments). * Conduct issue assurance for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and more. * Collaborate with internal and external support groups and third-party vendors to identify and address core issues. * Re-create or reproduce client issues to determine working troubles. * Maintain daily attention to outages and issues system-wide. * Escalate incidents to acceleration groups to ensure customer resolution. * Provide timely communication (oral or written) to Level 2 support or other service teams, as necessary. * Consult with Level 2 support or other service teams regarding quality issues to determine efficacy or strategy. * Work extended hours as needed and when approved. * Maintain confidentiality regarding employee, organization, and client data. * Demonstrate commitment to and adherence to all company and departmental policies, procedures, and practices. **Shift Work Required/24x7 IT Inclusion Climate** As a Customer Support Analyst, you will be part of a 24x7 IT inclusion climate, working rotating shifts to ensure seamless support to our customers. **All You'll Need for Success** * Minimum Qualifications: + Training and previous professional experience + Technical degree or equivalent experience + 2+ years of Help Desk or customer support experience + 2+ years of investigating experience with service desk environments + Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff * Preferred Qualifications: + Instruction and previous professional experience + Apple certification (Apple Genius) + A+ certification * Essential Skills, Licenses, and Certifications: + Strong relational, written, and verbal communication skills + Ability to multitask in a fast-paced environment + Strong critical thinking and analytical skills **What You'll Get** Join arenaflex and take advantage of our comprehensive benefits package, designed to support your well-being, career growth, and work-life balance. * Medical benefits: Enjoy access to your health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more. * Health programs: Our health programs provide you with the tools, resources, and support you need to be your best self. * 401(k) program: Accessible upon hire, with business contributions to your 401(k) program available after one year. * Extra benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more. **Be Yourself at arenaflex** At arenaflex, we value diversity and inclusion, and our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, suppliers, networks, and investors, helping colleagues reach their full potential, and creating a comprehensive workplace to address and exceed the challenges of our diverse world. Are you ready to feel a sense of pride and fulfillment as you do your part to keep the world's largest airline running smoothly as we care for people on life's journey? Join arenaflex and be yourself. Apply Job! Apply for this job