At arenaflex, we pride ourselves on being a nationally recognized leader in technology modernization, business and technology strategy, and cloud transformation initiatives. As a Top 1% Microsoft Cloud Solution Provider, our clients trust us because we are the experts in our field. We are now seeking an experienced Customer Support Representative, Level 2, to join our Managed Operations Center team and provide superior customer service to our managed services clients.
**Why Clients Love Us**
arenaflex is laser-focused on delivering quality and excellence to our clients. We are committed to fostering a culture of diversity and inclusion, and we believe that our team and our community are our greatest assets. From providing our employees with the time to pursue Microsoft certifications to supporting and partnering with multiple non-profit organizations, we believe that this is where healthy and happy employees thrive.
**The Value You'll Bring**
As a Customer Support Representative, Level 2, you will be responsible for providing exceptional customer service to our managed services clients in a 24/7/365 helpdesk environment. You will leverage your entry-level technical support knowledge to troubleshoot and resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, and more. Your primary responsibility will be to answer incoming help desk inquiries via phone and email, providing a positive first impression of our company.
**Key Responsibilities**
* Answer incoming help desk inquiries via phone and email, providing a positive first impression of our company
* Use entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry
* Create a ticket for each interaction via Connectwise ticketing system and assign the ticket to the appropriate team member for resolution
* Monitor ticket boards for status and manage assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket's priority level
* Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
* Document client communication and resolution efforts via internal ticketing system
* Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
* Maintain compliance with all company policies and procedures
**Requirements**
* An associate's or bachelor's degree in computer science or related field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization)
* Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members
* Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment
* Demonstrated history of taking ownership/accountability of assigned tasks
* Excellent oral and written English communication skills
* Demonstrated integrity and the ability to maintain client confidentiality
**Technical Skills/Competencies**
* Microsoft or other technical certifications highly desired
* Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required
* Demonstrated ability to perform basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, etc.
* Previous exposure to ticketing systems a plus (Connectwise preferred)
* Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required
**Shift + Availability**
arenaflex operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.
**Work Location/Remote Status**
This position is eligible for remote work, within a state where arenaflex has payroll operations. Employees will work from a home office within an assigned state. Your presence at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.
**Physical Demands**
The essential functions of this job require:
* The ability to frequently sit and stand for long periods of time
* To manipulate objects with fine and gross motor skills
* To frequently lift and maneuver 10 pound objects
* To communicate in written and spoken English
* To hear
* To utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
**Compensation & Benefits**
* Base Wage Range: $21.00 to $25.00 per hour
* PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
* 401k – Eligibility after 90 days; arenaflex matches 50% of your first 6% in contributions, starting after 90 days
* Holidays – arenaflex celebrates 7 paid holidays each year
* Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
* Medical, Dental, Vision – arenaflex pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
* Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
* $100K Life/AD&D policy provided for all employees, free of charge!
* Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
* $80/Month Cell Phone + Internet Reimbursement
**Why Our Employees Love Working Here**
We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.
**Inclusion & Equal Opportunity Employment**
arenaflex is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at arenaflex are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At arenaflex, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!
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