At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in ensuring our clients receive timely and effective assistance, fostering a strong sense of community and trust. If you're a motivated and empathetic individual with a passion for delivering top-notch support, we encourage you to apply for this exciting remote part-time opportunity.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to thrive in today's fast-paced digital landscape. Our team of experts is committed to pushing the boundaries of what's possible, and we're always looking for talented individuals who share our vision and values.
**Job Summary**
We're seeking an experienced customer support representative to join our remote team on a part-time basis. As a customer support representative, you'll be responsible for providing exceptional support to our clients through various communication channels, including email and phone. Your primary focus will be on resolving customer inquiries, addressing concerns, and ensuring a seamless experience for our clients.
**Key Responsibilities**
* **Support Ticket Triage**: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
* **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
* Proficiency in Microsoft Office, including Excel
* Healthcare background/terminology experience
* Excellent communication and multitasking skills
**Preferred Qualifications**
* Bachelor's degree
* Experience with Zoho Desk (Help Desk)
**Skills and Competencies**
* Strong problem-solving and analytical skills
* Excellent written and verbal communication skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong attention to detail and organizational skills
* Ability to work collaboratively as part of a remote team
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a customer support representative, you'll have access to:
* Ongoing training and development opportunities
* Mentorship and coaching from experienced team members
* Opportunities for career advancement and professional growth
* A dynamic and supportive work environment that fosters collaboration and innovation
**Work Environment and Company Culture**
As a remote part-time employee, you'll have the flexibility to work from the comfort of your own home. Our company culture is built on the principles of:
* Collaboration and teamwork
* Innovation and creativity
* Customer-centricity and empathy
* Continuous learning and growth
**Compensation, Perks, and Benefits**
* Competitive hourly rate: $20-24/hour
* Benefit packages available after 31 days of employment, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching
* Paid sick leave and/or other paid time off as provided by applicable law
**How to Apply**
If you're a motivated and empathetic individual with a passion for delivering exceptional customer support, we encourage you to apply for this exciting remote part-time opportunity. Please submit your application, including your resume and a cover letter, through our online application portal.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [insert contact email or phone number]. We look forward to hearing from you!
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