Experienced Full Stack Help Desk Support Customer Service Representative – Part-Time
Join arenaflex, a dynamic and innovative company, as a part-time Help Desk Support Customer Service Representative. This is an exciting opportunity to accelerate your career in a fast-paced and customer-centric environment. As a Help Desk Support Customer Service Representative, you will be the face of arenaflex, providing exceptional customer service and support to our clients. If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply.
About arenaflex
arenaflex is a leading provider of innovative solutions and services, dedicated to delivering exceptional customer experiences. Our team of experts is passionate about helping our clients succeed, and we are committed to creating a work environment that is inclusive, supportive, and empowering. As a part-time Help Desk Support Customer Service Representative, you will be an integral part of our team, working closely with our clients and colleagues to resolve technical issues and provide top-notch support.
Job Summary
We are seeking a highly skilled and customer-focused Help Desk Support Customer Service Representative to join our team. As a Help Desk Support Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients via phone, email, and chat. You will be the primary point of contact for our clients, resolving technical issues and providing solutions to their problems. This is a part-time role, working Monday to Friday, 8:00 am to 12:00 pm.
Key Responsibilities
* Accept inbound requests via phone, chat, email, and ticket queues
- Record and process incidents and service requests according to process specifications
- Communicate with users to understand issues and provide known solutions
- Document and resolve incidents according to process specifications
- Forward incidents which cannot be resolved to downstream support groups according to process specifications
- Initiate escalations according to process specifications
- Work collaboratively with team members via Skype/Lync/Circuit/MS Teams
- Assist with training and supporting fellow agents
- Average expected time on task between 4 to 12 minutes
- Expected resolution rate between 70% - 90%
- Expected to take part in on-call rotation with other admins as necessary
Requirements
* 1-2 years of work experience in an IT-related field
- Experience in a Service Desk or Deskside environment preferred
- Experience in customer service, ideally gained in a customer-facing environment
- Experience with IIQ request systems
- Experience navigating OKTA admin and Symantec Credential ID platforms
- Experience working with Financial, Casualty, or Insurance entities with a dedicated focus on time-sensitive incident resolutions
- English proficiency in both verbal and written form
- Must be culturally sensitive and appreciate cultural differences
- A+, Network, HDI, and/or Microsoft certifications preferred
- ITIL v3 a plus
Knowledge of Computer Technology
* Windows Client
- Microsoft Outlook
- Microsoft Office (Word, Excel, PowerPoint)
- Diverse browser support experience (Internet Explorer, Chrome, and Firefox)
- PC hardware and mobile devices troubleshooting
- Corporate network and network printer support experience
- Terminal emulation for mainframe (Rumba) support experience
- Fundamental knowledge of the Windows Active Directory and domain concept
- Fundamental knowledge of CitrixDirector and VM Ware environments
- General knowledge of Microsoft Exchange
- Experience with command line scripting a plus
Soft Skills Profile
* Professionalism at all times, assertiveness, and accountability, good timekeeping, flexibility
- Drive, enthusiasm, initiative, commitment, and self-motivation, respect for colleagues, desire to learn
- Must be able to communicate effectively with corporate customers of different technical expertise, peers, and all levels of management
- Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
- Ability to work well under pressure, set priorities, and comfortable making quick decisions
Work Environment and Culture
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. As a part-time Help Desk Support Customer Service Representative, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. Our office is a vibrant and collaborative space, where you will have the opportunity to work with a diverse group of professionals who share your passion for technology and customer service.
Compensation and Benefits
arenaflex offers a competitive salary and a range of benefits to support your career growth and well-being. As a part-time Help Desk Support Customer Service Representative, you will receive:
- A competitive salary
- Opportunities for career growth and professional development
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off
- A dynamic and supportive work environment
- Recognition and rewards for outstanding performance
How to Apply
If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply. To apply, please click on the link below and submit your application. We look forward to hearing from you! Apply To This Job
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. If you require a reasonable accommodation to apply or participate in the hiring process, please contact us at [insert contact information]. Apply for this job