Join arenaflex, a world-renowned airline, and embark on a thrilling journey as an Experienced Customer Support Analyst in our Data Innovation Group. As a key member of our team, you will play a vital role in delivering exceptional customer experiences, resolving complex technical issues, and driving business growth. If you're passionate about technology, customer service, and continuous learning, this is the perfect opportunity to take your career to new heights.
**Why You'll Love This Job**
As an Experienced Customer Support Analyst, you will be part of a dynamic team that is dedicated to providing top-notch support to our customers. Your primary responsibility will be to investigate and resolve technical issues related to our equipment and software, ensuring that our customers receive seamless and efficient service. You will work closely with our internal and external teams, including Level 2 support specialists, to identify and address complex issues.
**What You'll Do**
As an Experienced Customer Support Analyst, your key responsibilities will include:
* Providing first-level technical support via phone for all equipment and software supported by our Advancements framework wide
* Identifying and resolving issues that can be addressed via phone, and escalating more complex issues to certified support specialists
* Offering first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP environments) and Centralized computer (UNIX/IBM environments)
* Conducting issue analysis for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and other related issues
* Collaborating with internal and external teams, including vendors, to identify and address core issues
* Reenacting or reproducing customer issues to determine root causes
* Maintaining daily awareness of outages and issues system-wide
* Escalating issues to acceleration groups to ensure customer resolution
* Providing timely communication (oral or written) to Level 2 support or other service teams, as necessary
* Consulting with Level 2 support or other service teams regarding quality issues to determine efficacy or strategy
* Working extended hours as needed and when approved
* Maintaining confidentiality regarding employee, organization, and customer data
* Exhibiting commitment to and compliance with all organization and departmental policies, procedures, and practices
**All You'll Need for Success**
To excel in this role, you will require:
* A Bachelor's degree or equivalent experience
* 2+ years of Help Desk or customer support experience
* 2+ years of investigating experience with service desk environments
* Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff
* Preferred qualifications:
+ 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 Experienced Customer Support Analyst at arenaflex, you will enjoy a comprehensive benefits package, including:
* Medical benefits: Enjoy access to your health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more
* Health programs: Our health programs provide you with the tools, resources, and support you need to be your best self
* 401(k) program: Accessible upon hire, with business contributions to your 401(k) program available after one year
* Extra benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more
**Join Our Arenaflex Family**
At arenaflex, we believe that diversity and inclusion are the foundation of our unique workforce. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, suppliers, networks, and investors, helping colleagues reach their full potential, and establishing a comprehensive workplace to address and exceed the challenges of our diverse world.
Are you ready to feel a tremendous sense of pride 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.
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