Experienced Customer Service Representative – Help Desk Support – Part-Time

Join arenaflex, a leading provider of innovative solutions, as we seek a skilled and dedicated Customer Service Representative to join our Help Desk Support team on a part-time basis.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that is revolutionizing the way businesses operate. With a strong focus on customer satisfaction and employee development, we strive to create a work environment that is both challenging and rewarding. Our team of experts is passionate about delivering exceptional service and solutions that exceed our clients' expectations.

Job Summary

We are seeking a highly motivated and experienced Customer Service Representative to join our Help Desk Support team on a part-time basis. As a key member of our team, you will be responsible for providing exceptional customer service via inbound calls, outbound calls, and through the internet. You will work closely with our clients to resolve non-standard or escalated customer issues, utilizing your broad knowledge of our products and services.

Key Responsibilities

* Accept inbound requests via phone, chat, email, and ticket queues

• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and provide known solutions
• Document and resolve incidents according to process specifications
• Forward incidents which cannot be resolved to downstream support groups according to process specifications
• Initiate escalations according to process specifications
• Collaborate with team members via Skype/Lync/Circuit/MS Teams to provide seamless support
• Assist with training and supporting fellow agents
• Meet or exceed expected time on task (4-12 minutes) and resolution rate (70-90%)
• Participate in on-call rotation with other admins as necessary

Requirements

* 1-2 years of work experience in an IT-related field

• Experience in a Service Desk or Deskside environment is preferred
• Experience in customer service, ideally gained in a customer-facing environment
• Experience with IIQ request systems
• Experience navigating OKTA admin and Symantec Credential ID platforms
• Experience working with Financial, Casualty, or Insurance entities with a dedicated focus on time-sensitive incident resolutions
• English proficiency in both verbal and written form
• Culturally sensitive and appreciative of cultural differences
• A+, Network, HDI, and/or Microsoft certifications are preferred
• ITIL v3 is a plus

Knowledge of Computer Technology

* Windows Client

• Microsoft Outlook
• Microsoft Office (Word, Excel, PowerPoint)
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
• PC hardware and mobile devices troubleshooting
• Corporate network and network printer support experience
• Terminal emulation for mainframe (Rumba) support experience
• Fundamental knowledge of the Windows Active Directory and domain concept
• Fundamental knowledge of CitrixDirector and VM Ware environments
• General knowledge of Microsoft Exchange
• Experience with command line scripting is a plus

Soft Skills Profile

* Professionalism at all times, assertiveness, and accountability

• Good timekeeping and flexibility
• Drive, enthusiasm, initiative, commitment, and self-motivation
• Respect for colleagues and a desire to learn
• Ability to communicate effectively with corporate customers of different technical expertise, peers, and all levels of management
• Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
• Ability to work well under pressure, set priorities, and make quick decisions

Work Environment and Culture

* Work from home (WFH) on a part-time basis, Monday-Friday, 8:00 am-12:00 pm

• Collaborative team environment with opportunities for growth and development
• Flexible work arrangements to accommodate your needs
• Recognition and rewards for outstanding performance
• Opportunities for professional development and training

Compensation and Benefits

* Competitive hourly rate

• Opportunities for overtime and bonuses
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We are committed to creating a diverse and inclusive work environment that values and respects all employees. If you require a reasonable accommodation to apply for this position, please click here.

Eligibility to Work

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

Where Job May be Performed

Currently, this position may be performed only in the states listed here.

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