**Experienced IT Support Analyst / Website Support Specialist – Remote Customer Service Representative**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences in the pharmaceutical industry. As a world-leading Pharmaceutical Company, we're committed to pushing the boundaries of innovation and excellence. We're now seeking an experienced IT Support Analyst / Website Support Specialist to join our expanding team as a Remote Customer Service Representative. This is an exciting opportunity to be part of a dynamic and growing organization that values collaboration, creativity, and customer-centricity.

**Job Summary:**

We're looking for a highly skilled and customer-focused IT Support Analyst / Website Support Specialist to provide day-to-day support for our online ordering tool, Prime. With over 12,000 registered users, Prime is a critical component of our customer service ecosystem. As a key member of our team, you'll serve as the liaison between our Memphis and Collegeville Customer Service Representatives (CSRs) and our first-line support team, escalating questions and problems that require expert attention. You'll also partner with our BT resources to identify and resolve complex issues, ensuring seamless customer experiences.

**Key Responsibilities:**

* Timely resolution of website user questions, utilizing expert communication skills to deliver exceptional customer service
* Recommending ongoing improvements to our websites, leveraging insights gained from customer interactions
* Assisting in website maintenance and new releases to ensure accuracy, timeliness, and relevance
* Collaborating with BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived
* Assisting in testing and validating new enhancements to comply with issues or new business requests
* Resolving requests for online support via incoming phone calls and email customer support mailboxes
* Serving as a resource to CSR team members as a second-level expert (SME)

**Organizational Relationships:**

* Primary work with Customer Service Management and BT Technology Resources
* Collaborate with cross-functional teams to ensure seamless customer experiences

**Resources Managed:**

* No direct reports

**Education and Experience:**

* Bachelor's degree preferred
* Customer Service/Business Operations experience required
* Excellent computer skills, including proficiency in Microsoft Suite Applications and SAP
* Strong communication skills, with the ability to effectively interact with customers via phone and computer

**Technical Skills Requirements:**

* Technical knowledge and proficiency in:
+ Access and Excel skills
+ SAP
+ Microsoft Suite Applications
* Familiarity with website maintenance and new releases
* Experience with testing and validating new enhancements

**Competencies:**

* Acts Decisively: Makes good, decisive decisions based upon facts gathered
* Seizes Accountability: Owns actions, pushes self to understand full business impact
* Change Agile: Stays abreast of changing business practices and compliance guidelines

**Physical Position Requirements:**

* Sitting and working on computer for long periods
* Communicating with customers via phone and computer

**Career Growth Opportunities and Learning Benefits:**

At arenaflex, we're committed to investing in our employees' growth and development. As a Remote Customer Service Representative, you'll have access to:

* Ongoing training and professional development opportunities
* Collaborative and dynamic work environment
* Opportunities for career advancement and growth within the organization
* Competitive compensation and benefits package

**Work Environment and Company Culture:**

* Remote work arrangement with flexible scheduling
* Collaborative and inclusive work environment
* Emphasis on work-life balance and employee well-being
* Opportunities for socialization and team-building activities

**Compensation, Perks, and Benefits:**

* Competitive salary and benefits package
* Opportunities for bonuses and incentives
* Comprehensive health insurance plan
* Paid time off and holidays
* Professional development opportunities and training

**Interview Process:**

* Rounds: 1:1 or Panel

If you're a motivated and customer-focused IT Support Analyst / Website Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and growing organization that values innovation, excellence, and customer-centricity.

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