**Job Summary:**
Are you a customer-focused individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Representative to join our team on a part-time, remote basis. As a key member of our support team, you will be responsible for providing top-notch support to our customers, resolving issues efficiently, and ensuring their overall satisfaction.
**About arenaflex:**
arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to empower healthcare professionals and organizations with cutting-edge technology and exceptional support services. We are committed to delivering outstanding results, fostering a culture of collaboration, and promoting a work-life balance that supports the well-being of our employees.
**Job Description:**
**Duration:** This is a temporary, part-time contract opportunity until January 24th, with the possibility of extension or conversion to a permanent role.
**Location:** This is a fully remote position, requiring you to work within the Eastern Standard Time (EST) zone, with a standard working schedule of 9:00 AM to 5:00 PM.
**Compensation:**
* Hourly pay rate: $20-24/hour
* Exact compensation may vary based on your skills, experience, and education
* Benefit packages will be available on the 31st day 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
**Must-Haves:**
* At least 1 year of client-facing customer support experience
* Proficiency in Microsoft Office, including Excel
* Healthcare background or terminology experience
* Excellent communication and multitasking skills
**Plusses:**
* Bachelor's degree
* Experience with Zoho Desk
**Day-to-Day 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.
* **98% of communication will be through email, but you will also be picking up the phone to talk to clients.**
* **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.
**Why Join arenaflex?**
* **Career Growth Opportunities:** arenaflex offers a dynamic and supportive environment that fosters career growth and development.
* **Learning Benefits:** We provide regular training and development opportunities to help you enhance your skills and stay up-to-date with industry trends.
* **Work-Life Balance:** Our flexible work arrangements and generous benefits package ensure that you can maintain a healthy work-life balance.
* **Collaborative Culture:** arenaflex is a collaborative and inclusive workplace where you can build meaningful relationships with your colleagues.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience.
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