**Experienced Customer Support Specialist - Remote 2nd Shift PST (Must Have OS Log & Customer Support Experience)**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Support Specialist, you'll be at the forefront of this mission, working closely with our clients to resolve technical issues and provide top-notch support. If you're passionate about delivering world-class customer service, have a knack for problem-solving, and are eager to grow with a dynamic team, we want to hear from you!

• *About arenaflex**

arenaflex is a leading provider of innovative solutions for the medical device industry. Our team of experts is dedicated to delivering cutting-edge products and services that meet the evolving needs of our clients. With a strong commitment to customer satisfaction, we're always looking for talented individuals who share our passion for excellence.

• *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 have a strong background in customer support, excellent communication skills, and a passion for problem-solving, we encourage you to apply.

• *Key Responsibilities**

• Provide exceptional customer service to clients via phone, email, and chat
• Troubleshoot technical issues and resolve problems in a timely and efficient manner
• Escalate complex problems to internal teams and collaborate with cross-functional groups to resolve issues
• Document client interactions and maintain accurate records of support requests
• Work closely with our field implementation team to ensure successful installations
• Coordinate and execute the shipment of parts and supplies to customers
• Stay up-to-date with product knowledge and technical developments to provide informed support

• *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 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

• *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

• *Work Environment and Culture**

As a remote-based employee, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. We offer a competitive compensation package, including a salary, benefits, and opportunities for growth and development.

• *Compensation and Benefits**

• Competitive salary
• Benefits package
• Opportunities for growth and development
• Flexible work arrangements
• Collaborative and dynamic work environment

• *How to Apply**

If you're a motivated and customer-focused individual with a passion for 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!