At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated Customer Support Specialist to join our team. As a key member of our customer support team, you'll play a vital role in providing exceptional support to our clients, ensuring their needs are met, and exceeding their expectations.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the healthcare industry. Our cutting-edge technology and dedicated team of experts are committed to delivering exceptional results and making a positive impact on people's lives. We're passionate about creating a work environment that's collaborative, inclusive, and supportive, where our employees can grow and thrive.
**Job Summary**
We're seeking an experienced Customer Support Specialist to join our remote team on a part-time basis. As a Customer Support Specialist, you'll be responsible for providing top-notch support to our clients, resolving their issues, and ensuring their satisfaction. You'll work closely with our team to identify and resolve complex issues, and provide exceptional customer service through various communication channels.
**Responsibilities**
As a Customer Support Specialist at arenaflex, you'll be responsible for the following key tasks:
* **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.
**Requirements**
To be successful in this role, you'll need to possess the following essential qualifications:
* **At least 1 year of client-facing customer support experience**: You'll have a proven track record of providing exceptional customer service and resolving complex issues.
* **Microsoft Office, Excel, etc.**: You'll be proficient in using Microsoft Office and Excel to manage and analyze data.
* **Healthcare background/terminology experience**: You'll have a solid understanding of healthcare terminology and concepts.
* **Great communication & ability to multitask**: You'll be an excellent communicator and able to multitask with ease.
**Preferred Qualifications**
While not required, the following qualifications would be a plus:
* **Bachelor’s degree**: You'll have a degree in a relevant field, such as business, communications, or healthcare.
* **Zoho Desk**: You'll have experience using Zoho Desk or similar help desk software.
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from anywhere, at any time, as long as you're available during EST hours (9AM-5PM). Our team is collaborative, inclusive, and supportive, and we're committed to creating a work environment that's fun, engaging, and rewarding.
**Benefits and Compensation**
As a part-time employee at arenaflex, you'll enjoy the following benefits and compensation:
* **Pay Range**: $20-24/hr
* **Benefit packages**: 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**: You'll be entitled to paid sick leave and/or other paid time off as provided by applicable law.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we'd love to hear from you! Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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