**Join arenaflex, a world-renowned leader in innovative solutions, as we continue to push the boundaries of excellence in the graphic industry.**
At arenaflex, we're passionate about delivering cutting-edge, state-of-the-art solutions for Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and traditional Offset supplies. As the industry leader in Color Standardization and G7 implementation, we're committed to empowering our customers with world-class support and expertise.
**About arenaflex**
arenaflex is a global organization with a presence in over 70 countries, employing over 70,000 talented individuals across four key business segments: healthcare, electronics, business innovation, and imaging. Our Group Purpose is simple yet profound: "giving our world more smiles." We're guided by this purpose as we strive to make a positive impact on the lives of our customers, employees, and the communities we serve.
**Job Description**
We're seeking an experienced Full Stack Customer Support Technician to join our Remote Support team. As a key member of our Business Innovation Division, you'll be responsible for providing technical support advice and consultation to our clients via phone, online, or other methods. This is an exciting opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
**Responsibilities**
- Provide timely technical support and problem resolution to all customers, ensuring that their issues are resolved efficiently and effectively.
- Monitor critical accounts and actively participate in support activities to minimize downtime for customers, ensuring that our clients' operations run smoothly and without interruption.
- Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines that the BID service team supports.
- Analyze and evaluate equipment performance, identifying areas for improvement and implementing solutions to enhance our clients' productivity and efficiency.
- Provide on-site service and installation support as needed for training and development purposes, ensuring that our clients receive the support they need to get the most out of our products.
- Provide on-site customer support during periods of high activity, demonstrating our commitment to delivering exceptional customer experiences.
- Provide technical support to other technicians as needed via phone, teams, or other remote software tools, fostering a culture of collaboration and knowledge-sharing within our team.
- Provide sales assistance for demos and/or customer visits as needed, helping to drive business growth and revenue.
- Work closely with and develop strong business relationships with our client personnel, building trust and credibility through our exceptional support and expertise.
- Complete all required reporting procedures related to phone support and/or software support, ensuring that our clients receive timely and accurate updates on their issues.
- Complete all required administrative tasks in an accurate and timely manner, maintaining high standards of professionalism and attention to detail.
- Account for all time and activity by recording information through the proper tracking system, ensuring that our clients receive the support they need to meet their business objectives.
- Attend training classes and develop necessary knowledge and skills to service BID supported equipment, staying up-to-date with the latest technologies and innovations in the industry.
- Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager, ensuring that our clients receive prompt and effective support.
- Perform related duties as assigned by manager, demonstrating our commitment to flexibility and adaptability in a fast-paced and dynamic environment.
**Required Skills/Education**
- Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines.
- HS Diploma or GED.
- 5 or more years of field service experience with industry-related product lines.
- Proficient in 2 or more product line technologies.
- Excellent troubleshooting skills to diagnose and resolve complex technical problems.
- Experience utilizing KT analytics.
- Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement.
- Strong critical thinking and decision-making.
- Demonstrate a full working knowledge of multiple product lines they support, including theory of operation as well as the mechanics and/or software related support.
- Computer skills with emphasis on operating systems and hardware.
- Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications, and outstanding customer service.
- Requires a valid state driver's license (Real ID compliant), and passport.
- Must be able to travel up to 15%.
**Desired Skills**
- 10+ years' experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries.
- Knowledge of Salesforce Service Cloud.
- Proficient in 3 or more product line technologies.
- Thorough understanding of arenaflex portfolio of equipment.
**Salary and Benefits**
- $32.00/hour - $36.00/hour depending on experience.
- Medical, Dental, Vision.
- Life Insurance.
- 401k.
- Paid Time Off.
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our headquarters is located in Valhalla, New York, a quaint town just one hour north of New York City. We offer a flexible work environment, with opportunities for remote work and flexible scheduling. Our company culture is built on a foundation of trust, respect, and open communication, with a focus on collaboration, innovation, and continuous learning.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.
**How to Apply**
If you're a motivated and experienced professional who shares our passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our HR Department at [
[email protected]](mailto:
[email protected]). We look forward to hearing from you!
Apply for this job