Experienced Customer Success Center Engineer – IT Service Desk Support Specialist

At arenaflex, we're on a mission to revolutionize the way organizations deliver technology modernization programs. As a leading AI-powered technology solutions provider, we're committed to helping our clients achieve their goals through our Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. Our Experience Management Platform ensures seamless service delivery, real-time observability, and improved efficiency for our clients' most demanding technology needs. We're seeking highly motivated and customer-focused individuals to join our team as Customer Success Center Engineers. As a key member of our IT Service Desk team, you'll play a vital role in providing multi-faceted support to our clients and end-users. If you're passionate about delivering exceptional customer experiences and have a strong background in IT, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture. We've earned a 75 Customer Net Promoter Score and have been recognized with hundreds of industry awards. We're proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. Our comprehensive benefits package includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP).

Job Responsibilities

As a Customer Success Center Engineer, you'll be responsible for providing technical support in the area of desktop services in a timely fashion. Your key responsibilities will include:

• Providing case creation and triage for all incoming events
• Adhering to customer-defined operating processes & procedures policies/knowledge base articles
• Diagnosing and resolving technical issues associated with end-user devices and/or software using authorized tools
• Handling multiple concurrent tasks with minimal supervision
• Providing feedback to Team Leads identifying opportunities to improve the quality and value for our clients
• Building relationships with IT staff within our customer base to coordinate seamless support of desktop services
• Ability to work in a high-energy environment with constantly shifting priorities
• Keeping current with industry trends and understanding the impacts of the changes on the arenaflex customer base
• Working independently and escalating as appropriate on the customers' behalf
• Following the prescribed arenaflex process for time recording within the Customer Success Centers phone system
• Troubleshooting/ resolving end-user issues via phone, chat, and remote management tools
• Striving to close cases through a First Call Resolution within dictated Service Level Agreements
• Collaborating with fellow employees and customers in sharing issue resolutions by updating policies, procedures, and knowledge base articles
• Experience in an environment that utilizes the chat function
• Travel may be required
• Performing other duties as directed

Additional Responsibilities

* Demonstrated understanding of common information architecture frameworks

• Offers ideas and suggestions to support achievement of goals
• Other responsibilities as assigned

Qualifications

To be successful in this role, you'll need:

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification
• Take advantage of partnerships with Cisco, Avaya, Microsoft, HP, and other major partners to enrich skillsets to best support our customers
• Ability to work independently and successfully in a team environment
• Strong oral and written communication skills
• Strong interpersonal skills
• Ability to multi-task, particularly with regard to chat
• Understanding of basic Windows, Macintosh, and other operating systems and desktop hardware
• Ability to present a point of view to gain support from team and/or management
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners
• Manage different audience needs with a customer-focused orientation
• Good problem-solving skills and analytical skills
• Ability and desire to quickly learn new technologies and concepts
• Effective at building trust in relationships with peers, clients, and management
• Ability to think strategically and act tactically
• Ability to work a flexible work schedule including nights and weekend shifts

What We Offer

As a valued member of our team, you'll enjoy:

• Comprehensive benefits package including medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match
• Unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP)
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements to support work-life balance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We provide equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation, or any other status or condition protected by local, state, or federal law. Apply for this job