**Job Summary:**
Join arenaflex as a Part-Time Remote Chat Support Specialist and become an integral part of our dynamic customer support team. As a key member of our remote support team, you will be responsible for providing exceptional customer service to our clients, resolving issues efficiently, and ensuring a seamless experience for our users. If you have a passion for delivering top-notch support, are comfortable working in a fast-paced environment, and possess excellent communication skills, we encourage you to apply for this exciting opportunity.
**About arenaflex:**
arenaflex is a leading provider of innovative solutions and services, dedicated to empowering businesses and individuals to achieve their goals. Our mission is to deliver exceptional customer experiences, foster meaningful relationships, and drive growth through our cutting-edge products and services. As a remote work pioneer, we offer a flexible and dynamic work environment that allows our team members to thrive and grow.
**Job Description:**
**Duration:** This is a temporary contract position, expected to last until January 24th, with the possibility of extension or conversion to a permanent role.
**Location:** This is a fully remote position, requiring you to work within the Eastern Standard Time (EST) zone, with a standard working schedule of 9:00 AM to 5:00 PM.
**Pay Range:** $20-$24 per hour, with exact compensation varying based on skills, experience, and education.
**Benefits:**
As an arenaflex team member, you will be eligible for a comprehensive benefit package, including:
* Medical, dental, and vision insurance
* 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
**Must-Haves:**
* At least 1 year of client-facing customer support experience
* Proficiency in Microsoft Office, including Excel
* Healthcare background or terminology experience
* Excellent communication and multitasking skills
**Plusses:**
* Bachelor's degree
* Experience with Zoho Desk
**Day-to-Day Responsibilities:**
As a Part-Time Remote Chat Support Specialist, 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.
* **98% of communication will be through email, but you will also be picking up the phone to talk to clients.**
* **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.
**Skills and Competencies:**
To succeed in this role, you will need:
* Excellent communication and interpersonal skills
* Ability to multitask and prioritize tasks effectively
* Strong problem-solving and analytical skills
* Proficiency in Microsoft Office, including Excel
* Experience with Zoho Desk or similar help desk software
* Healthcare background or terminology experience (a plus)
**Career Growth Opportunities and Learning Benefits:**
As an arenaflex team member, you will have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge
* Career growth opportunities within the company
* A dynamic and supportive work environment that encourages collaboration and innovation
**Work Environment and Company Culture:**
arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our remote work culture is designed to promote flexibility, work-life balance, and employee well-being.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
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