Are you a customer support enthusiast with a passion for delivering exceptional 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 remote team on a part-time basis. As a key member of our support team, you will play a vital role in providing top-notch support to our clients, ensuring their satisfaction, and driving business growth.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the [industry/field]. Our mission is to empower our clients with cutting-edge technology and exceptional support, enabling them to achieve their goals and succeed in an ever-evolving market. With a strong focus on customer satisfaction, arenaflex has built a reputation for delivering high-quality products and services that exceed expectations.
**Job Summary**
As a Customer Support Representative at arenaflex, you will be responsible for providing exceptional support to our clients via email, phone, and other communication channels. You will work closely with our internal teams to resolve issues, answer questions, and provide training and onboarding to new clients. This is a remote part-time opportunity, requiring a flexible schedule to work EST hours (9AM-5PM).
**Key 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.
* **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.
**Essential Qualifications**
* At least 1 year of client-facing customer support experience
* Microsoft Office, Excel, and other productivity software proficiency
* Healthcare background/terminology experience (desirable)
* Great communication and ability to multitask
**Preferred Qualifications**
* Bachelor's degree in a related field (e.g., business, communications, customer service)
* Experience with Zoho Desk (Help Desk) software
* Strong problem-solving and analytical skills
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced, dynamic environment
* Strong problem-solving and analytical skills
* Proficiency in Microsoft Office, Excel, and other productivity software
* Experience with customer relationship management (CRM) software (desirable)
* Strong attention to detail and organizational skills
**Career Growth Opportunities and Learning Benefits**
As a Customer Support Representative at arenaflex, you will have the opportunity to:
* Develop your skills and knowledge in customer support, sales, and marketing
* Work with a talented team of professionals who are passionate about delivering exceptional support
* Participate in ongoing training and development programs to enhance your skills and career prospects
* Collaborate with cross-functional teams to drive business growth and innovation
**Work Environment and Company Culture**
arenaflex is a remote-friendly company that values flexibility, work-life balance, and employee well-being. Our company culture is built on the principles of:
* Collaboration and teamwork
* Innovation and creativity
* Customer satisfaction and loyalty
* Continuous learning and growth
**Compensation, Perks, and Benefits**
* Competitive hourly rate: $20-24/hour
* Benefit packages for this role will start on the 31st day of employment and include 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
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you!