Customer Technology Support Specialist – Real‑Time Tracking Platform & Healthcare Logistics Operations

About arenaflex

arenaflex is a global leader in innovative health‑focused logistics, delivering critical pharmaceutical and medical supplies to patients, clinics, and hospitals worldwide. Our mission is to create healthier futures by ensuring that every product moves swiftly, safely, and transparently from manufacturer to end‑user. With cutting‑edge real‑time tracking technology, a proprietary shipping platform, and a culture built on collaboration, integrity, and continuous improvement, arenaflex empowers its employees to make a tangible impact on the health of communities everywhere.

Position Overview

The Customer Technology Support Specialist works directly under the Operations Manager to guarantee an exceptional customer experience throughout the lifecycle of arenaflex’s proprietary shipping platform and real‑time tracking technology. This role blends technical troubleshooting, cross‑functional collaboration, and process‑driven improvement to keep our customers—pharmacies, hospitals, and health systems—operating smoothly and efficiently.

Key Responsibilities

Cross‑Functional Collaboration for Customer Experience

• Partner closely with the Real‑Time Tracking Analyst and Systems & Support Analyst to deliver a seamless experience for users of arenaflex’s tracking technology and shipping platform.
• Work hand‑in‑hand with Sales, Customer Success, Solutions, and Product teams to identify opportunities that enhance organizational effectiveness and elevate the overall customer journey.
• Champion continuous‑improvement initiatives, gathering feedback from internal stakeholders and external customers to drive iterative enhancements.

Process Improvement & Optimization

• Identify patterns, pain points, and bottlenecks in the tracking and shipping workflows; propose and implement process refinements that boost efficiency and reduce error rates.
• Maintain and evolve documented procedures for tracking, overseeing, and organizing customer interactions throughout their lifecycle.
• Ensure that all processes are adhered to, and that customer issues are resolved promptly, contributing directly to arenaflex’s growth objectives.

Metrics, Reporting & Data‑Driven Insights

• Create, monitor, and analyze key performance indicators (KPIs) for the real‑time tracking platform and shipping operations.
• Deliver regular performance reports, actionable insights, and improvement plans aimed at achieving a 93% or higher on‑time shipment delivery rate.
• Utilize data visualizations and dashboards to communicate trends to senior leadership and cross‑functional teams.

Technical Assistance & Issue Resolution

• Provide tier‑2 technical support, troubleshooting complex user queries, and diagnosing system functionality issues.
• Assess, prioritize, and resolve incidents related to system performance, user access, and data integrity.
• Maintain a high level of accuracy in ticket creation, tracking, and closure to ensure compliance with security and regulatory standards.

Ticket Management & Communication

• Generate and manage ABF tickets, ensuring each ticket follows arenaflex’s security, integrity, and compliance protocols.
• Communicate status updates to customers in a timely, clear, and professional manner, fostering trust and transparency.

Project Management & Documentation

• Develop detailed project timelines, monitor milestones, and coordinate cross‑functional teams to meet delivery dates.
• Participate in software change initiatives, including programming, testing, documentation, and user training.
• Produce comprehensive support documentation, FAQs, and training materials for internal and external audiences.

Healthcare Workflow Expertise

• Develop a deep understanding of healthcare organization workflows to ensure that arenaflex’s system content remains accurate, current, and compliant.
• Conduct internal and external training sessions to educate users on platform functionalities and best practices.

API Management & Integration

• Collaborate with product and engineering teams to manage APIs that integrate pharmacy systems, ensuring reliable data exchange and functionality.
• Support onboarding of new pharmacy partners by configuring and testing API connections.

Change Management & Onboarding

• Coordinate change‑management activities, partnering with Sales to guide clients through onboarding, implementation, and launch phases.
• Develop and execute communication plans that minimize disruption and maximize adoption of new features.

Financial Coordination & Billing Support

• Work with the Accounting department and business unit managers to generate accurate invoices and provide onboarding information to customers.
• Assist in reconciling billing discrepancies and ensuring timely payment cycles.

Compliance & Security

• Adhere to arenaflex policies, HIPAA regulations, and data‑security best practices to protect protected health information (PHI).
• Participate in regular audits and security reviews to maintain compliance posture.

Special Projects & Backlog Management

• Support ad‑hoc projects as directed by management, ranging from process audits to technology pilots.
• Maintain and prioritize a backlog of open items, ensuring timely escalation and resolution.

Required Skills and Qualifications

• Technical Troubleshooting: Proven ability to diagnose and resolve complex software and system issues.
• Communication Excellence: Strong written and verbal communication skills; comfortable interacting with both technical and non‑technical stakeholders.
• Process Analysis: Demonstrated experience analyzing workflows and recommending improvements.
• Healthcare Knowledge: Familiarity with healthcare organization workflows, pharmacy operations, and related software systems.
• Project Management: Experience coordinating cross‑functional teams and managing timelines.
• Regulatory Awareness: Understanding of HIPAA, data privacy, and security standards (preferred).
• Customer‑Centric Mindset: Commitment to delivering high‑quality support that enhances productivity and satisfaction.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Healthcare Administration, Business, or a related field.
• Experience with ticketing systems (e.g., ServiceNow, JIRA) and CRM platforms.
• Exposure to API development, RESTful services, and data integration tools.
• Certification in ITIL, PMP, or related project‑management frameworks.
• Prior experience in a logistics, supply‑chain, or pharmaceutical technology environment.

Core Competencies

• Analytical Thinking: Ability to interpret data, identify trends, and make evidence‑based recommendations.
• Collaboration: Works effectively across departments, fostering a culture of shared ownership.
• Adaptability: Thrives in a fast‑moving environment, quickly adjusting to new tools, processes, and priorities.
• Customer Advocacy: Acts as the voice of the customer, ensuring their needs are central to every decision.
• Detail Orientation: Maintains meticulous records, documentation, and compliance artifacts.

Career Growth & Development

arenaflex invests heavily in the professional development of its team members. As a Customer Technology Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior leaders in operations, product, and engineering.
• Continuous learning opportunities, including certifications, workshops, and online courses covering topics such as cloud technologies, data analytics, and healthcare compliance.
• Clear career pathways that can lead to senior support roles, product management, or technical project leadership positions.
• Opportunities to contribute to high‑visibility, cross‑functional initiatives that shape the future of arenaflex’s technology stack.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range that reflects national averages and local market considerations. In addition to base compensation, you will receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Flexible spending accounts (FSAs) and health savings accounts (HSAs).
• Generous paid time off, parental leave, and caregiver leave programs.
• Retirement savings plans with company matching contributions.
• Wellness programs covering mental health, behavioral health, and financial counseling.
• Family‑building support such as adoption assistance, fertility coverage, and backup dependent care.
• Professional development stipend, tuition reimbursement, and access to industry conferences.
• Employee resource groups, volunteer opportunities, and a vibrant, inclusive workplace culture.

Work Environment & Culture at arenaflex

At arenaflex, we believe that a supportive, inclusive, and purpose‑driven environment fuels innovation. Our culture is built on:

• Collaboration: Teams work together across geographies and disciplines, sharing knowledge and celebrating collective wins.
• Integrity: Every decision is guided by ethical standards, regulatory compliance, and a commitment to patient safety.
• Innovation: We encourage curiosity, experimentation, and the adoption of emerging technologies to stay ahead in the health‑logistics space.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with policies and programs that promote equity and belonging.
• Purpose: Every role directly contributes to delivering life‑saving medicines and medical supplies, reinforcing the meaningful impact of our work.

How to Apply

If you are passionate about technology, healthcare logistics, and delivering exceptional customer experiences, we invite you to join arenaflex. Click the link below to submit your application, and take the next step toward a rewarding career where your expertise will help shape healthier futures worldwide.

Apply to arenaflex – Customer Technology Support Specialist

Equal Employment Opportunity

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Harassment or discrimination of any kind is not tolerated.

Accommodation Statement

arenaflex provides reasonable accommodations to individuals with disabilities throughout the recruitment process. If you require an accommodation, please call 888‑692‑2272 or email [email protected]. Requests will be evaluated on a case‑by‑case basis.