Experienced Customer Support Analyst – American Airlines Customer Support Team

Join the arenaflex family and embark on a thrilling journey as an Experienced Customer Support Analyst, where you'll have the opportunity to explore a vast array of possibilities, both at work and during your downtime. As you set out on this new adventure, you'll tackle challenges with flexibility and finesse, acquiring new skills and propelling your career while having a blast. Get ready to advance both your personal and professional life and take off!

Why You'll Love This Role

This position is a member of the Data Innovation Group within the Data Innovation Division at arenaflex. As an Experienced Customer Support Analyst, you'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by the arenaflex framework. You'll be the go-to person for clients seeking assistance with PC equipment and software (Windows 7/Windows XP environments) and centralized computer (UNIX/IBM environments).

Key Responsibilities

* Provides goal-to-issue resolution via phone, and when necessary, escalates more complex issues to a certified support specialist.

• Offers first-level support to end-users for PC equipment and software (Windows 7/Windows XP environments) and centralized computer (UNIX/IBM environments).
• Conducts issue identification for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and Dab Lattice printers.
• May interact with internal and external support groups and third-party vendors to identify and address core issues.
• Reenacts or reproduces client issues to determine working troubles.
• Maintains daily attention to outages and issues framework-wide.
• Escalates incidents to acceleration groups to ensure client resolution.
• Provides timely communication (oral or written) to Level 2 support or other service personnel, as necessary.
• Expeditiously consults with Level 2 support or other service personnel regarding quality issues to determine efficacy or strategy.
• Stays on duty longer than required as needed and when approved.
• Maintains confidentiality regarding employee, organization, and client data.
• Exhibits commitment to and compliance with all organization and departmental policies, procedures, and practices.

Shift Work Required/24x7 IT Inclusion Climate

As an Experienced Customer Support Analyst, you'll be working in a 24x7 IT inclusion climate, which means you'll be required to work varied shifts, including nights, weekends, and holidays.

What You'll Need for Success

* Least Capabilities: + Training and earlier professional training + Specialized degree or equivalent experience + 2+ years Help Desk or client support experience + 2+ years investigating experience with service desk environments + Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff

• Favored Capabilities:

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

• Abilities, Licenses, and Certifications:

+ Strong 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 Experienced Customer Support Analyst at arenaflex, you'll enjoy a comprehensive benefits package, including:

• Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
• Health programs: We believe you should be your best self – that's why our health programs provide you with the right tools, resources, and support you need.
• 401(k) program: Available upon hire, and 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.

Be Yourself at arenaflex

From the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting 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 carrier moving along as planned as we care for people on life's journey? Join the arenaflex family and be yourself. Apply Job! Apply for this job