Introduction to arenaflex
Imagine a career where you can explore a world of possibilities, both at work and during your downtime. At arenaflex, we offer a unique opportunity to grow your skills, advance your career, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and propelling your career forward while having a great time. Our company culture is built on the principles of inclusivity, diversity, and mutual respect, allowing you to be yourself and thrive in a dynamic environment.
About the Role
This position is part of the Information Technology Group within the Information Technology Division, focusing on providing exceptional customer support to our clients. As a Customer Support Associate, you will be responsible for delivering first-level issue troubleshooting via phone for all hardware and software supported by our systems. Your primary goal will be to resolve issues efficiently, ensuring customer satisfaction and referring complex problems to certified support specialists when necessary.
Key Responsibilities
- Provide goal-oriented solutions to issues that can be resolved via phone, referring more complicated problems to certified support specialists as needed.
- Offer first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments.
- Conduct issue determination for the Innovation areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more.
- Collaborate with internal and external support teams and third-party vendors to identify and address core issues.
- Simulate or reproduce customer issues to determine operational difficulties.
- Maintain daily awareness of outages and issues system-wide.
- Escalate incidents to escalation teams to ensure customer resolution.
- Provide timely communication (verbal or written) to Level 2 support or other management personnel as needed.
- Consult with Level 2 support or other management personnel regarding quality issues to determine effectiveness or policy.
- Stay at work longer than required as needed and when approved.
- Maintain confidentiality regarding employee, company, and customer data.
- Demonstrate commitment to and compliance with all company and departmental policies, procedures, and practices.
Essential Qualifications
To succeed in this role, you will need:
- A Bachelor's degree or equivalent experience.
- 2+ years of Help Desk or customer support experience.
- 2+ years of troubleshooting experience with service desk environments.
- Knowledge of or experience with internal server/mainframe applications, such as Offers, QIK, IBM/TSO/TPX, and Staff.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Apple certification (Apple Genius).
- A+ Certification.
Skills and Competencies
To excel in this position, you will need:
- Strong interpersonal, written, and verbal communication skills.
- Ability to multitask in a fast-paced environment.
- Strong problem-solving and analytical skills.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping you grow both personally and professionally. You will have access to:
- Comprehensive training programs to enhance your skills and knowledge.
- Opportunities for career advancement and professional development.
- A dynamic and supportive work environment that encourages collaboration and innovation.
Work Environment and Company Culture
Our company culture is built on the principles of inclusivity, diversity, and mutual respect. We believe in creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. You will be part of a team that:
- Values diversity and promotes equal opportunities for all employees.
- Encourages open communication, feedback, and collaboration.
- Supports work-life balance and offers flexible working arrangements.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A hourly rate of $28.
- Comprehensive health benefits, including medical, dental, prescription, and vision coverage.
- 401(k) program with company contributions.
- Additional benefits, such as employee assistance programs, pet insurance, and discounts on hotels, cars, cruises, and more.
Conclusion
If you are a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for this Customer Support Associate position at arenaflex. Join our team and become part of a dynamic and inclusive work environment that values diversity, promotes equal opportunities, and supports your growth and development. Apply now and take the first step towards an exciting and fulfilling career with arenaflex!