At arenaflex, we're on a mission to revolutionize the way organizations deliver technology modernization programs. As a leading AI-powered technology solutions provider, we're committed to helping CIOs and IT leaders achieve their goals through our Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity, and Public Safety solutions. Our Experience Management Platform ensures seamless service delivery, real-time observability, and improved efficiency for our clients' most demanding technology needs.
We're seeking highly motivated and customer-focused individuals to join our team as Customer Success Center Engineers. As a key member of our IT Service Desk team, you'll play a critical role in providing multi-faceted support to our clients and end-users, ensuring rapid response to outages, and delivering exceptional customer experiences.
**About arenaflex**
arenaflex is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture. We've earned a 75 Customer Net Promoter Score and have been recognized with hundreds of industry awards. We're proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. Our comprehensive benefits package supports your well-being in and out of work, including medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match.
**Job Responsibilities**
As a Customer Success Center Engineer, you'll be responsible for:
* Providing case creation and triage for all incoming events
* Adhering to customer-defined operating processes and procedures policies/knowledge base articles
* Providing technical support in the area of desktop services in a timely fashion
* Diagnosing and resolving technical issues associated with end-user devices and/or software using authorized tools
* Handling multiple concurrent tasks with minimal supervision
* Providing feedback to Team Leads identifying opportunities to improve the quality and value for our clients
* Building relationships with IT staff within our customer base to coordinate seamless support of desktop services
* Ability to work in a high-energy environment with constantly shifting priorities
* Keeping current with industry trends and understanding the impacts of the changes on the arenaflex customer base
* Working independently and escalating as appropriate on the customers' behalf
* Following the prescribed arenaflex process for time recording within the Customer Success Centers phone system
* Troubleshooting/ resolving end-user issues via phone, chat, and remote management tools
* Striving to close cases through a First Call Resolution within dictated Service Level Agreements
* Collaborating with fellow employees and customers in sharing issue resolutions by updating policies, procedures, and knowledge base articles
* Experience in an environment that utilizes the chat function
* Travel may be required
* Performing other duties as directed
**Additional Responsibilities**
* Demonstrated understanding of common information architecture frameworks
* Offers ideas and suggestions to support achievement of goals
* Other responsibilities as assigned
**Qualifications**
To be successful in this role, you'll need:
* 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associate's Degree
* Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification
* Take advantage of partnerships with Cisco, Avaya, Microsoft, HP, and other major partners to enrich skillsets to best support our customers
* Ability to work independently and successfully in a team environment
* Strong oral and written communication skills
* Strong interpersonal skills
* Ability to multi-task, particularly with regard to chat
* Understanding of basic Windows, Macintosh, and other operating systems and desktop hardware
* Ability to present point of view to gain support from team and/or management
* Proactively initiates key relationships to collaborate and pool resources with internal and external partners
* Manage different audience needs with a customer-focused orientation
* Good problem-solving skills and analytical skills
* Ability and desire to quickly learn new technologies and concepts
* Effective at building trust in relationships with peers, clients, and management
* Ability to think strategically and act tactically
* Ability to work a flexible work schedule including nights and weekend shifts
**What We Offer**
* Comprehensive benefits package, including medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match
* Unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP)
* Accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles
* Join a team that values the health and wellbeing of all our employees!
**How to Apply**
If you're a motivated and customer-focused individual looking for a challenging and rewarding role, apply now! arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. All offers of employment are contingent upon the successful completion of a comprehensive background check.
Apply now and join our team of experts dedicated to delivering exceptional customer experiences!