**Job Summary:**
Are you a customer-focused individual with excellent communication skills and the ability to multitask? Do you have experience in client-facing customer support and a passion for delivering exceptional service? We're seeking an experienced Customer Support Specialist to join our arenaflex team on a part-time, remote basis. As a key member of our support team, you will be responsible for providing top-notch support to our clients, resolving issues efficiently, and ensuring a seamless customer experience.
**About arenaflex:**
arenaflex is a leading provider of innovative solutions in the [industry/field]. Our mission is to empower our clients with cutting-edge technology and exceptional support, enabling them to achieve their goals and succeed in their respective markets. With a strong commitment to customer satisfaction, arenaflex has built a reputation for delivering high-quality products and services that exceed our clients' expectations.
**Job Responsibilities:**
As a Customer Support Specialist at arenaflex, you will be responsible for:
* **Support Ticket Triage:** Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
* **Account Access Updates:** Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making 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.
* **Communication with Clients:** Respond to client inquiries via email and phone, providing timely and effective solutions to their issues.
* **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 and follow up with clients by providing training materials and registration information.
**Essential Qualifications:**
* At least 1 year of client-facing customer support experience
* Proficiency in Microsoft Office, Excel, and other productivity tools
* Healthcare background/terminology experience
* Excellent communication and multitasking skills
**Preferred Qualifications:**
* Bachelor's degree in a related field
* Experience with Zoho Desk (Help Desk) and other customer support software
* Strong analytical and problem-solving skills
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Ability to multitask and prioritize tasks effectively
* Strong analytical and problem-solving skills
* Proficiency in Microsoft Office, Excel, and other productivity tools
* Experience with customer support software and systems
* Strong attention to detail and organizational skills
**Career Growth Opportunities and Learning Benefits:**
As a Customer Support Specialist at arenaflex, you will have the opportunity to:
* Develop your skills and expertise in customer support and related areas
* Work with a talented team of professionals who are passionate about delivering exceptional service
* Contribute to the success of our clients and the growth of our company
* Participate in ongoing training and development programs to enhance your skills and knowledge
* Enjoy a dynamic and supportive work environment that fosters collaboration and innovation
**Work Environment and Company Culture:**
arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Customer Support Specialist, you will have the opportunity to work from the comfort of your own home or office, while still being part of a dynamic and supportive team. Our company culture is built on the principles of collaboration, innovation, and customer satisfaction, and we strive to create a work environment that is inclusive, diverse, and respectful.
**Compensation, Perks, and Benefits:**
* Competitive hourly rate of $20-24 per hour
* Opportunity to earn bonuses and incentives based on performance
* Comprehensive benefit package, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options
* 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 are 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, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
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