Experienced Customer Support Technician – Night Shift Support for arenaflex

At arenaflex, we're on a mission to revolutionize the way businesses operate by providing cutting-edge automation solutions for financial services. As a leading provider of offshore talent, we're always on the lookout for exceptional individuals to join our team. If you're passionate about delivering top-notch customer service and support, we want to hear from you!

About arenaflex

arenaflex is a leading provider of offshore talent for organisations in Australia, New Zealand, the US, Canada, and the UK. For over a decade, we've been supporting our global clients with premium resourcing and productivity solutions. Our vibrant, modern work environments achieve high levels of employee engagement: happy, healthy, committed people who love what they do. arenaflex Team HQ is located at Mega Tower, EDSA in the heart of Manila, Philippines.

Why join arenaflex?

Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We'll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development.

Job Summary

We're seeking an experienced Customer Support Technician to join our team on a night shift schedule (9:00 PM to 6:00 AM PHT). As a Customer Support Technician, you'll be responsible for delivering exceptional customer service and support to end-users by identifying problems, researching answers, and guiding customers through corrective steps via email, phone, or live web session. If you're passionate about customer service, have a strong technical background, and are available to work night shifts, we want to hear from you!

Key Responsibilities

* Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer through corrective steps via email, phone, or live web session.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs.
• Gather customer's information, logs, error messages, and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms. Provide a clearly understood solution to the customer.
• Research required information using available resources and document history of issues in logical steps.
• Maintain proper, informative case documentation for ongoing knowledge base, training, tracking, and resolution to inquiries.
• Collaborate with Solution Consultants, Training Team, and other internal teams to build a cohesive culture of knowledge share.
• Follow standard processes and procedures, and adhere to Case Management Policies as set forth by the Manager of Customer Support.
• Stay current with system information, software changes, and updates.
• Potential Future Work: Overtime Work - Work after hours, weekends, and holidays on an on-call rotation.
• Other duties as assigned.

Competencies

* Excellent, passionate, and proactive customer service skills through phone, email, chat, and Salesforce.

• Customer Service/Relationship building.
• Proficient in working with Cases in Salesforce ticketing system.
• Proficient problem-solving skills.
• Proficient in PC and network technologies: Operating System, System Permissions, Log Files.
• Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
• Prefer knowledge of SMA Technologies's product – VisualCron - administration and troubleshooting skills.

Requirements

* Education: At least an Associate Degree graduate; Preferred: Bachelor's Degree in Computer Information Systems or related field.

• Experience: Minimum 3 years of experience as a support technician supporting Applications and Network Systems; Preferred: 4 years of experience as a support technician supporting multiple environments.
• Certifications: Plus to have: CompTIA A+ Certification.

Benefits and Perks

* WFH

• Medical, Dental Coverage, and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

How to Apply

If you're passionate about delivering exceptional customer service and support, and have a strong technical background, we want to hear from you! Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you!

Equal Employment Statement

Employment decisions at arenaflex will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. arenaflex ensures the full confidentiality of the data it processes.

Join arenaflex Today!

We're always searching for great talent to join our team. If you'd like to be part of a fast-growing industry leader with an exceptional company culture, we'd love to hear from you! Apply for this job