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! Apply Now! Apply for this job