Experienced Customer Support Representative – Medical Group Inquiries and Technical Support

At arenaflex, we're revolutionizing the US Healthcare system by putting patient health first. Our innovative platform combines technology, people, and analytics to support primary care providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. As a key member of our team, you'll play a vital role in ensuring our customers receive world-class service and support.

About arenaflex

arenaflex is a US-based Health-tech company backed by top venture capital firms, with an established product and proven operating model. We've shown that we make a real difference for physician practices and their patients. Our mission is to transform the healthcare industry by empowering providers to deliver high-quality care, while reducing costs and improving patient outcomes.

About the Position

We're seeking an experienced Customer Support Representative to join our team on a part-time/contract basis. As a Customer Support Representative, you'll be responsible for providing approximately 20 hours of work each week, focused on delivering world-class service through accurate and timely responses to medical group inquiries, ensuring a positive user experience. You'll work directly with our Senior Manager, Provider Success on:

• Answering technical support tickets via email, chat, screen shares (Live troubleshooting), and phone.
• Troubleshooting user issues or product bugs and providing clear and accurate solutions.
• Escalating incidents in a timely and efficient manner; ensuring incidents are accurately reported and documented.
• Working with our Operations, Product, and Payments teams to diagnose and solve technical user problems.
• Collecting medical group feedback and insights and relaying them to the product development teams for continuous improvement of our products. Recommend creative solutions to improve the user experience.
• Adhering to company policies and procedures, including data security and privacy standards, to protect provider information and uphold the highest ethical standards.

Requirements

* Prior experience in a software or technical support role.

• Prior experience with Call Center technology such as Zendesk or Salesforce (Nice to have).
• Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness, and efficiency.
• Knowledge of customer service techniques, strategies, and approaches.
• Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improve the medical groups' experience.

Term and Contract Rate

This part-time contract role is for a five-month term. The contract rate is between $10-15 per hour for non-NYC based contractors and $20-25 per hour for NYC based contractors. Actual contracted rate will be based on the experience of the contractor.

Perks & Benefits

arenaflex offers a carefully curated selection of wellness benefits and perks to our employees:

• Medical, Dental, and Vision Benefits
• Unlimited PTO
• Universal Paid Family Leave
• Company-sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company-sponsored social events that for our in-office and remote employees

Diversity and Inclusion

Diversity is the key to our success. arenaflex is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. We believe that diverse teams – and the different identities, cultures, and life experiences our team members bring to the table – enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Security and Privacy

At arenaflex, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team:

• Please note that any communication from our recruiters and hiring managers at arenaflex about a job opportunity will only be made by a arenaflex employee with an @arenaflex email address.
• arenaflex does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.
• We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the arenaflex People Ops Team with an @arenaflex email address.

If you are ever unsure whether you are in contact with a legitimate arenaflex teammate, please contact people-team@arenaflex. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.

Apply to this Job

If you're passionate about delivering world-class customer support and want to be part of a team that's revolutionizing the US Healthcare system, apply to this job today! Apply for this job