Experienced Customer Support Specialist – Medical Device Industry – Remote 2nd Shift PST

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Specialist on our team, you'll play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met, and their concerns are addressed promptly. If you're passionate about delivering outstanding customer service, have a knack for technical troubleshooting, and thrive in a fast-paced environment, we want to hear from you!

Job Summary:

We're seeking an experienced Customer Support Specialist to join our arenaflex team on a 12-month contract basis. As a key member of our support team, you'll be responsible for providing exceptional customer service to medical device clients, resolving technical issues, and escalating complex cases to our internal teams. If you have a strong background in technical support, excellent communication skills, and a passion for delivering outstanding customer experiences, we encourage you to apply.

Key Responsibilities:

* Provide exceptional customer service to medical device clients via phone, email, and chat support

• Troubleshoot technical issues, resolve problems, and escalate complex cases to internal teams
• Document client interactions, concerns, and resolutions in a professional and timely manner
• Collaborate with internal teams to resolve issues, provide updates, and ensure customer satisfaction
• Work effectively in a fast-paced environment, managing multiple priorities and deadlines
• Develop and maintain a thorough understanding of arenaflex's medical device products and services
• Stay up-to-date with industry trends, new technologies, and best practices in customer support

Essential Functions:

* Follow arenaflex's customer support protocols and procedures

• Interact with customers in a professional, enthusiastic, and empathetic manner
• Promptly answer support calls, document, and transfer with a high level of urgency
• Accurately document client interactions in a professional manner
• Work well with people from different disciplines with varying degrees of technical experience
• Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Technical Requirements:

* Databases: SQL Server (SQL 2008/2012)

• Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• OS knowledge: Server 2008 / Server 2012 / Windows 7
• Windows Services
• IIS and Web Applications
• Running Performance Counters
• Basic Understanding of Group Policies
• Security Permissions
• Networking topology
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language
• Ability to review application and OS logs
• Active Directory experience or exposure
• VMware experience or exposure (1+ years)

Soft Skills:

* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

• Excellent time management and multitasking skills
• Strong personal commitment to quality, customer service, and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Other Skills:

* Excellent customer service skills (written and verbal) a must

• Exceptional attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
• Ability to effectively listen, empathize, and reassure clients their issues will be resolved
• Ability to independently research, troubleshoot, and probe technical hardware and software issues
• Ability to work in a team environment
• Ability to work in a remote, home office-based environment
• Experience using a computer in a work setting
• Strong work ethic and initiative

Education/Licenses/Certifications:

* No degree required

Work Environment:

* Remote, home office-based environment

• 2nd shift: 12pm - 9pm (1 hr lunch) Pacific M-F
• Collaborative and dynamic team environment
• Opportunities for growth and professional development

Compensation and Benefits:

* Competitive hourly rate

• Comprehensive benefits package (health, dental, vision, 401(k), etc.)
• Paid time off and holidays
• Opportunities for career growth and professional development

How to Apply:

If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply to this job Apply for this job