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• Collaborating with BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived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. Apply for this job