At arenaflex, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
**Join arenaflex's Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization, where we provide high-quality support experiences for mission-critical customers so they can accomplish their mission.**
**About arenaflex's CMSO-SE Organization**
The CMSO-SE organization is a dynamic team that provides in-depth investigation and handling of more complex customer issues. Our team is comprised of experienced professionals who are passionate about delivering exceptional support experiences to our customers. We're looking for a highly skilled and motivated Customer Support Technician III to join our Flex VIP Support team, where you'll work on all aspects of our software in support of our customers.
**Job Description**
As a Customer Support Technician III, you'll be responsible for providing top-notch support to our customers, ensuring the highest level of service and timely notification of network and maintenance statuses. This is a 24/7 role, requiring flexibility to work all hours as needed. You'll be part of an on-call rotation schedule for SLA support and will occasionally travel to VIP customer sites to represent the Support Organization.
**Primary Responsibilities:**
* Manage and work tickets cases entered by agencies assigned
* Write and modify Knowledgebase Articles for distribution
* Work under minimal supervision to reproduce/confirm product defects and report such defects to Product Development for permanent resolution
* Manage the relationship and collaboration with customers and Flex Support Team
* Maintain required product environments for the entire Technical Support organization
* Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
* Occasionally travel to VIP customer sites to represent Support Organization
**Essential Qualifications and Experience:**
* Bachelor's Degree in Computer Science or equivalent industry experience
* Minimum of 1 year working with the Flex Product
* Knowledge of and/or basic skills in:
+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory)
+ Validating, troubleshooting, and characterizing reported application issues
+ Web servers
+ Virtualization Software
+ Network Services (DNS, IP, HOSTS, Routing)
* Prior experience in:
+ Installing, configuring, and supporting arenaflex software
+ Answering customer questions on application usage and administration
+ Creating and updating technical documentation
+ Logging information into internal case tracking systems
+ Providing Live Phone support for public safety customers
+ Installing and configuring required 3rd party software packages
+ Providing feedback to individual contributors
**Preferred Qualifications and Experience:**
* Excellent problem-solving, troubleshooting, and customer service skills
* Analytical, efficient, and thorough
* Ability to remain calm and courteous under pressure and navigate tense situations
* Possesses strong customer relation and interpersonal skills
**Skills and Competencies Required for Success:**
* Strong technical skills, with a focus on software support and troubleshooting
* Excellent communication and interpersonal skills, with the ability to work with customers and internal stakeholders
* Ability to work in a fast-paced environment, with multiple priorities and deadlines
* Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues
* Ability to work independently, with minimal supervision, and as part of a team
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to the growth and development of our employees, with opportunities for career advancement and professional development
* We offer a comprehensive training program, with ongoing training and development opportunities to help you grow in your role
* You'll have the opportunity to work on a wide range of projects and technologies, with exposure to new and emerging trends in the industry
**Work Environment and Company Culture Highlights at arenaflex:**
* arenaflex is a dynamic and fast-paced organization, with a culture that values innovation, collaboration, and customer satisfaction
* We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' needs
* You'll have the opportunity to work with a talented and experienced team, with a focus on delivering exceptional support experiences to our customers
**Compensation, Perks, and Benefits:**
* arenaflex offers a competitive salary and benefits package, with a range of perks and incentives to support your career growth and well-being
* We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off
* You'll have access to a range of employee perks, including flexible work arrangements, professional development opportunities, and a comprehensive wellness program
**Conclusion:**
If you're a motivated and experienced Customer Support Technician looking for a new challenge, we encourage you to apply for this exciting opportunity. arenaflex is a dynamic and fast-paced organization, with a culture that values innovation, collaboration, and customer satisfaction. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' needs. Join our team and be part of a mission that matters.
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