Introduction to arenaflex and the Industry
arenaflex is a leading provider of innovative solutions and exceptional customer experiences. As a pioneer in the industry, we are committed to delivering top-notch support to our clients and users. The customer support landscape is evolving, and we are at the forefront of this change. Our team is dedicated to providing empathetic, personalized, and efficient support to ensure seamless interactions with our products and services. We are now seeking an experienced and skilled Customer Support Specialist to join our team on a part-time, contract basis until January 24th.
Job Overview
In this role, you will be working remotely and must be available to work Eastern Standard Time (EST) hours, from 9AM-5PM. As a Customer Support Specialist, you will be the primary point of contact for our clients, providing timely and effective support via online chat, email, and phone. Your exceptional communication skills, ability to multitask, and healthcare background will enable you to deliver outstanding support and ensure customer satisfaction.
Key Responsibilities
- Support Ticket Triage: Review and prioritize incoming support tickets, gathering additional information, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team using Zoho Desk.
- Account Access Updates: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
- Notification of Account Creation: Welcome new users by sending outreach communications that include training materials and registration information.
- Zoho Desk (Help Desk) Monitoring: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
- Upsell Additions: Update user access and notify external parties when upsell additions occur (e.g., HPT, Quantros, GIC).
- Hand-Off Calls: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.
Essential Qualifications
- At least 1 year of client-facing customer support experience
- Microsoft Office and Excel skills
- Healthcare background or terminology experience
- Excellent communication and multitasking abilities
Preferred Qualifications
- Bachelor's degree
- Experience with Zoho Desk
What We Offer
arenaflex is committed to providing a comprehensive compensation package and benefits to our employees. As a part-time Customer Support Specialist, you can expect:
- Competitive hourly rate: $20-24/hr
- Benefit packages starting on the 31st day of employment, including medical, dental, and vision insurance
- HSA, FSA, and DCFSA account options
- 401k retirement account access with employer matching
- Paid sick leave and/or other paid time off as provided by applicable law
Career Growth and Learning Opportunities
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Specialist, you will have access to training and resources to enhance your skills and knowledge. Our team is dedicated to providing a supportive and collaborative environment, where you can learn from experienced professionals and contribute to the success of our organization.
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values diversity, inclusivity, and employee well-being. Our remote work setup allows for flexibility and work-life balance, while our virtual teams and communication channels ensure that you stay connected with your colleagues and feel part of our community. We prioritize open communication, transparency, and recognition, fostering a positive and motivating work environment.
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to express your interest in joining our team as a Customer Support Specialist. We look forward to hearing from you and exploring how you can contribute to the success of arenaflex.
Conclusion
arenaflex is a leading provider of innovative solutions and exceptional customer experiences. As a Customer Support Specialist, you will play a vital role in delivering top-notch support to our clients and users. With a competitive compensation package, comprehensive benefits, and opportunities for growth and development, this is an exciting opportunity to join a dynamic and innovative company. Apply now to take the first step in your career with arenaflex and become part of our team of dedicated professionals who are passionate about delivering exceptional customer experiences.