**Job Summary:**
Join arenaflex as an Experienced Customer Support Representative and embark on a dynamic part-time journey, working remotely from the comfort of your own space. As a key member of our team, you will be responsible for delivering exceptional customer support, ensuring seamless communication, and driving customer satisfaction. If you're passionate about providing top-notch service, have a knack for multitasking, and are eager to grow with a forward-thinking organization, this role is perfect for you.
**About arenaflex:**
arenaflex is a leading innovator in the industry, dedicated to pushing the boundaries of excellence. Our commitment to customer satisfaction, employee growth, and community involvement sets us apart from the rest. As a remote part-time team member, you'll be part of a dynamic and supportive environment that fosters collaboration, creativity, and continuous learning.
**Job Details:**
* **Duration:** Temporary backfill contract until January 24th
* **Location:** Fully remote (must work EST hours - 9AM-5PM)
* **Pay Range:** $20-24/hr (exact compensation may vary based on skills, experience, and education)
* **Benefits:** Comprehensive benefit packages, including medical, dental, and vision insurance, HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Paid sick leave and/or other paid time off as provided by applicable law.
**Essential Qualifications:**
* **Must-Haves:**
+ At least 1 year of client-facing customer support experience
+ Proficiency in Microsoft Office, Excel, and other relevant software
+ Healthcare background/terminology experience
+ Excellent communication and multitasking skills
* **Plusses:**
+ Bachelor's degree
+ Experience with Zoho Desk (Help Desk) software
**Day-to-Day Responsibilities:**
* **Support Ticket Triage:**
+ Review and prioritize incoming support tickets by filling in key details in Zoho Desk
+ Gather additional information from requestors, link to existing issues, communicate with requestors, and assign tickets to the appropriate team
* **Account Access Updates:**
+ Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations
+ Update access permissions, remove users, and make changes related to Broker of Record (BOR) changes user removals
* **Notification of Account Creation:**
+ Welcome new users by sending outreach communications that include training materials and registration information
* **Zoho Desk (Help Desk) Monitoring:**
+ Monitor open help desk tickets for compliance with Service Level Agreements (SLAs)
+ Follow up with teams to ensure timely resolution and address any tickets that are at risk of breaching SLA standards
* **Upsell Additions:**
+ Update user access and notify external parties when upsell additions occur (e.g., HPT, Quantros, GIC)
* **Hand-Off Calls:**
+ Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs
+ Follow up with clients by providing training materials and registration information
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Ability to multitask and prioritize tasks effectively
* Strong problem-solving and analytical skills
* Proficiency in Microsoft Office, Excel, and other relevant software
* Experience with Zoho Desk (Help Desk) software
* Healthcare background/terminology experience
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to employee growth and development, offering various training programs, workshops, and mentorship opportunities
* Collaborate with a dynamic team of professionals who share your passion for customer support and excellence
* Opportunities for career advancement and professional growth within the organization
**Work Environment and Company Culture:**
* arenaflex is a remote-friendly organization, offering a flexible and comfortable work environment
* Collaborative and supportive team culture that fosters open communication and creativity
* Opportunities for socialization and team-building activities
**Compensation, Perks, and Benefits:**
* Competitive hourly rate ($20-24/hr)
* Comprehensive benefit packages, including medical, dental, and vision insurance, HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching
* Paid sick leave and/or other paid time off as provided by applicable law
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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