Experienced Customer Support Analyst – Data Innovation Group

Join the arenaflex family and embark on a thrilling journey of self-discovery, skill-building, and career growth. As a valued member of our Data Innovation Group, you'll have the opportunity to explore a vast array of possibilities, both within and outside of work. With a strong focus on adaptability, innovation, and teamwork, you'll be empowered to tackle challenges with confidence and creativity, while enjoying a fulfilling work-life balance.

Why You'll Love This Role

As a Customer Support Analyst, you'll be an integral part of the arenaflex team, responsible for delivering exceptional customer experiences through first-level issue resolution via phone. You'll work closely with our Data Innovation Division to identify and address technical issues, ensuring seamless communication and collaboration with internal and external stakeholders.

Key Responsibilities

* Provide first-level support for equipment and software issues, escalating complex cases to certified support specialists as needed

• Offer first-level assistance to end-users for PC equipment and organization (Windows 7/Windows XP conditions) and centralized computer (UNIX/IBM) conditions
• Conduct issue analysis for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and more
• Collaborate with internal and external support groups and vendors to identify and address core issues
• Re-create or reproduce client issues to determine working troubles
• Maintain daily awareness of outages and issues system-wide
• Escalate incidents to acceleration groups to ensure client resolution
• Provide timely communication (oral or written) to Level 2 support or other service teams, as required
• Consult with Level 2 support or other service teams regarding quality issues to determine efficacy or strategy
• Work extended hours as needed and when approved
• Maintain confidentiality regarding employee, organization, and client data
• Demonstrate commitment to and adherence to all organization and departmental policies, procedures, and practices

Shift Work Required/24x7 IT Inclusion Climate

As a Customer Support Analyst, you'll be part of a dynamic team that operates in a 24x7 IT inclusion climate. This means you'll be required to work flexible hours, including evenings, weekends, and holidays, to ensure continuous support for our customers.

All You'll Need for Success

* Minimum Qualifications: + Bachelor's degree or equivalent experience + 2+ years of help desk or customer support experience + 2+ years of investigating experience with service desk conditions + Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff

• Preferred Qualifications:

+ Instruction and earlier professional training + Apple certification (Apple Genius) + A+ certification

• Essential Skills:

+ Strong relational, written, and verbal communication skills + Ability to multitask in a fast-paced environment + Solid critical thinking and analytical skills

What You'll Get

As an arenaflex team member, you'll enjoy a comprehensive benefits package, including:

• Medical benefits: On the first day of employment, you'll have access to your health, dental, prescription, and vision benefits. Plus, we offer virtual doctor visits, flexible spending accounts, and more.
• Health programs: Our health programs provide you with the tools, resources, and support you need to be your best self.
• 401(k) program: Accessible upon hire, with business contributions to your 401(k) program available after one year.
• Extra benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Family

At arenaflex, we're committed to fostering a diverse and inclusive workplace, where every colleague feels valued and empowered to reach their full potential. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, partners, networks, and investors, helping colleagues achieve their maximum potential and creating a comprehensive workplace that addresses and surpasses the challenges of our diverse world. Are you ready to feel a sense of pride and fulfillment as you contribute to the world's largest carrier, keeping people on life's journey moving smoothly? Join the arenaflex team and be yourself. Apply Now! Apply for this job