Experienced Full Stack Customer Support Specialist – Medical Device Industry
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met, and their concerns are addressed promptly. If you're passionate about delivering outstanding customer service, have a knack for technical problem-solving, and thrive in a fast-paced environment, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative medical devices, committed to improving patient outcomes and enhancing the healthcare experience. Our team of experts is passionate about delivering cutting-edge solutions that make a real difference in people's lives. As a customer support specialist at arenaflex, you'll be part of a dynamic team that's dedicated to excellence, innovation, and customer satisfaction.
Job Description
As a Customer Support Specialist, you'll be the first point of contact for our clients, providing timely and effective support to resolve their technical issues. Your responsibilities will include:
- Accepting inbound calls from healthcare professionals, obtaining necessary information, and attempting to resolve incidents or escalating them when necessary
- Documenting client interactions, including concerns, complaints, facility, and phone number, to ensure seamless escalation and resolution
- Delegating pending call-backs to the appropriate Customer Support Specialist tiers
- Collaborating with the field implementation team to ensure successful installations and resolving open tickets
- Coordinating and executing the shipment of parts and supplies to customers
- Utilizing internal support applications to communicate professionally, effectively, and timely with the internal team and customers
Essential/Critical Functions
* Follow necessary customer support protocols
- 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 interaction 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
What We Offer
* Competitive compensation package
- Comprehensive benefits program
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Flexible work arrangements, including remote work options
How to Apply
If you're a motivated and customer-focused individual with a passion for technical problem-solving, 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 To This Job Apply for this job