Experienced Customer Support Analyst – Data Innovation Group

Join arenaflex, a world-renowned airline, and embark on an exciting journey as an Experienced Customer Support Analyst in the Data Innovation Group. This role offers a unique blend of technical expertise, problem-solving skills, and customer-centric approach, making it an ideal fit for individuals who thrive in fast-paced environments and are passionate about delivering exceptional service.

About arenaflex

arenaflex is a leading airline that has been connecting people and cultures for over a century. With a commitment to innovation, customer satisfaction, and employee development, we strive to create a workplace that is inclusive, diverse, and empowering. Our Data Innovation Group is at the forefront of leveraging technology to drive business growth, improve customer experiences, and enhance operational efficiency.

Why You'll Love This Role

As an Experienced Customer Support Analyst, you will be part of a dynamic team that is responsible for providing first-level issue resolution via phone for all equipment and software supported by arenaflex's Advancements framework wide. Your primary focus will be on:

• Providing goal-to-issue resolution via phone, and when necessary, escalating more complex issues to certified support specialists
• Offering first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP conditions) and Centralized computer (UNIX/IBM) conditions
• Conducting issue assurance for the Innovation regions, including Voice, WAN, LAN, PC, PC, Printer, Password Resets, Dab Lattice printers, and more
• Collaborating with internal and external support groups and third-party vendors to identify and address core issues
• Reenacting or reproducing client issues to determine working troubles
• Maintaining daily attention to outages and issues framework wide
• Escalating incidents to acceleration groups to ensure client resolution
• Providing timely communication (oral or written) to Level 2 support or other service personnel, as necessary
• Expeditiously consulting with Level 2 support or other service personnel regarding quality issues to determine efficacy or strategy
• Staying on duty longer than required as needed and when approved
• Maintaining confidentiality regarding employee, organization, and client data
• Exhibiting commitment to and compliance with all organization and departmental policies, procedures, and practices

What You'll Need for Success

To excel in this role, you will require:

• A Bachelor's degree in a related field 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 include:

+ Instruction and earlier professional training + Apple certification (Apple Genius) + A+ certification + Solid relational, written, and verbal communication skills + Ability to perform multiple tasks in a fast-paced environment + Strong critical thinking and analytical skills

What You'll Get

As an arenaflex team member, you will 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: We believe you should be your best self, which is why our health programs provide you with the right tools, resources, and support you need.
• 401(k) program: Available upon hire, and, depending on the workgroup, business contributions to your 401(k) program are available after one year.
• Extra benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Family

At arenaflex, we value diversity, inclusion, and employee development. Our 20+ Employee Business Resource Groups are designed to connect our colleagues to our clients, vendors, networks, and investors, helping colleagues reach their full potential and creating a comprehensive workplace to address and surpass the challenges of our diverse world. Are you ready to feel a tremendous sense of satisfaction and fulfillment as you do your part to keep the world's largest airline running smoothly as we care for people on life's journey? Join us at arenaflex and be yourself. Apply Now! Apply for this job