**Experienced Customer Support Specialist – Medical Device Industry – Remote Opportunity**
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Specialist, you'll play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met promptly and efficiently. If you're passionate about delivering outstanding customer service, have a knack for technical troubleshooting, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions to the medical device industry. Our commitment to excellence, customer satisfaction, and employee growth has earned us a reputation as a trusted partner in the healthcare sector. We're proud to offer a dynamic work environment that fosters collaboration, innovation, and continuous learning.
**Job Summary**
We're seeking an experienced Customer Support Specialist to join our team on a 12-month contract basis. As a key member of our support team, you'll be responsible for providing exceptional customer service, troubleshooting technical issues, and escalating complex problems to our internal teams. If you're a motivated, customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Provide exceptional customer service to healthcare professionals via phone, email, and chat support
* Troubleshoot technical issues with medical devices, software, and hardware
* Escalate complex problems to internal teams, ensuring timely resolution and customer satisfaction
* Document customer interactions, including concerns, complaints, and resolutions
* Collaborate with cross-functional teams to resolve customer issues and improve support processes
* Participate in ongoing training and professional development to stay up-to-date with industry trends and arenaflex's products and services
**Essential Functions**
* Follow arenaflex's customer support protocols and procedures
* Interact with customers in a professional and enthusiastic manner via verbal and written communication
* Promptly answer support calls, document, and transfer with a high level of urgency
* Accurately document client interactions in a professional manner
* Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
* Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
* Resolve open tickets and communicate resolution to the client to confirm satisfaction
* Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
* Support the field implementation team to successfully complete installations
* Coordinate and execute the shipment of parts and supplies to customers
**Technical Skills and Attributes**
* Databases: SQL Server (SQL 2008/2012)
* Ability to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures
* SSIS (SQL Job) exposure/experience
* SQL Reporting Services
* OS knowledge: Server 2008 / Server 2012 / Windows 7
* Windows Services
* IIS and Web Applications
* Running Performance Counters
* Basic Understanding of Group Policies
* Security Permissions
* Networking topology
* DNS
* DHCP
* LAN/WAN
* Telnet
* Ports (Networking/OS)
* Understanding of XML language
* Ability to review application and OS logs
* Active Directory experience or exposure
* VMware experience or exposure (1+ years)
**Soft Skills**
* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
* Excellent time management and multitasking skills
* Strong personal commitment to quality, customer service, and patient safety
* Ability to understand and communicate complex technical systems to a non-technical audience
* Works well in a team environment
* Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
**Other Skills**
* Excellent customer service skills (written and verbal) a must
* Exceptional attention to detail
* Excellent organizational skills
* Ability to work in a fast-paced environment
* Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
* Ability to effectively listen, empathize, and reassure clients their issues will be resolved
* Ability to independently research, troubleshoot, and probe technical hardware and software issues
* Ability to work in a team environment
* Ability to work in a remote, home office-based environment
* Experience using a computer in a work setting
* Strong work ethic and initiative
**Education/Licenses/Certifications Required**
* No degree required
* Preferred Certifications: A+, N+
**What We Offer**
* Competitive hourly rate
* Opportunity for accelerated growth and professional development
* Collaborative and dynamic work environment
* Flexible remote work arrangement
* Comprehensive benefits package (health, dental, vision, 401(k))
* Paid time off and holidays
* Access to ongoing training and professional development opportunities
**How to Apply**
If you're a motivated, customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
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