**Join arenaflex's Dynamic Team and Unlock Your Career Potential**
Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy learning new skills? If so, we invite you to join arenaflex's dynamic team as an Experienced Customer Support Analyst. This exciting role offers a unique opportunity to grow your career, develop your technical expertise, and make a meaningful impact on our customers' lives.
**About arenaflex**
arenaflex is a leading organization that empowers individuals and businesses to achieve their full potential. With a strong commitment to innovation, excellence, and customer satisfaction, we strive to create a positive impact on our communities and the world at large. As a valued member of our team, you will be part of a collaborative and inclusive environment that fosters growth, learning, and success.
**Role Description**
As an Experienced Customer Support Analyst, you will play a critical role in providing top-notch support to our customers, ensuring their satisfaction, and driving business growth. Your primary responsibilities will include:
* Providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy, and timelines
* Keeping users informed about their Incidents' status at agreed intervals
* Logging all Incident/Service Request details and functioning as the first point of contact for users
* Handling customer inquiries, resolving issues, and escalating complex problems to senior support teams
* Managing multiple support mailboxes and responding to emails in a timely and professional manner
* Troubleshooting and resolving technology-related issues on various platforms, including MS Office and custom-built applications
* Communicating with end-users, including external clients, partners, directors, and senior managers
* Providing user account provisioning for external clients
* Collaborating with internal teams to resolve issues and improve support processes
**Key Responsibilities:**
* Customer handling skills, including call etiquettes
* End-to-end ticket management
* Basis ITIL concepts of Incident, Problem, and Change Management
* Experience in managing voice and non-voice support (calls, chats, and emails)
* Adhering to SLAs, including response time for emails and chats, ASA for calls, and other metrics
* Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, and more
* Zero RED light calls for the entire year
* Understanding of client value add, prioritization of issues, VIP support, and calculating business impact
* Process incoming service requests, incidents, and change requests and formulate appropriate responses
* Manage multiple support mailboxes and respond to emails
* Triage and troubleshoot issue(s) reported on all applications
* Report and record any new defects on all applications
* Communicate with end-users, including external (non-arenaflex) client users
* Troubleshoot and resolve technology-related issues on technologies such as MS Office and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory, and DPASS)
* Provision user accounts for external (non-arenaflex) client users
**Qualifications:**
* Any Graduate with 0-1 year of experience
* Excellent customer service skills (phone, chat, emails)
* Excellent spoken English language proficiency
* Proficient with MS-Office
* ServiceNow experience preferred
* Exposure to application support, ITIL framework, and more
* Excellent written and verbal skills
* Customer Service experience
* Comfortable working in a 24*7 environment (rotating shift changes up to every month)
**How You'll Grow:**
At arenaflex, we've invested in creating a rich environment that fosters growth and development. We want all our people to develop in their own way, playing to their strengths as they hone their leadership skills. As a part of our efforts, we provide our professionals with a variety of learning and networking opportunities, including:
* Live classrooms
* Team-based learning
* eLearning
* Exposure to leaders, sponsors, coaches, and challenging assignments
* Access to our state-of-the-art, world-class learning Center, DU: The Leadership Center in India
**Work Environment and Company Culture:**
arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We strive to create a positive and supportive work environment that encourages collaboration, innovation, and growth. Our team members enjoy a range of benefits, including:
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and inclusive work environment
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
* Flexible work arrangements and work-life balance
**Compensation and Perks:**
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our compensation package is designed to recognize and reward outstanding performance, with opportunities for growth and advancement.
**Ready to Join arenaflex's Dynamic Team?**
If you're a customer-centric individual with a passion for delivering exceptional support experiences, we invite you to join arenaflex's dynamic team as an Experienced Customer Support Analyst. Apply now and take the first step towards unlocking your career potential.