**Experienced Customer Support Specialist – Remote Monday to Friday 10:30AM to 7PM CST**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our Managed Services team, you'll play a vital role in providing top-notch support to our clients, leveraging your exceptional customer service skills and technical expertise to resolve a wide range of challenges in a fast-paced environment.

• *About arenaflex**

arenaflex is a leading provider of innovative technology solutions, dedicated to empowering healthcare organizations to achieve their goals. Our team of experts is passionate about delivering exceptional service, and we're looking for talented individuals like you to join our mission.

• *Job Summary**

As a Customer Support Specialist, you'll be responsible for providing first-level support to our clients, ensuring timely, reliable, and courteous service. You'll work closely with our team to develop and improve work instructions, procedures, and documentation, and participate in regular queue management to ensure adherence to standard operating procedures.

• *Essential Functions**

• Provide first-level support for inbound interactions and requests from end users, staff, and patients, maintaining end-to-end responsibility for end users' support needs.
• Participate in and adhere to all standard operating procedures, ensuring exceptional attendance and punctuality.
• Assist with the development and improvement of work instructions, procedures, and documentation, leveraging your technical writing experience.
• Mentor and assist with training new Customer Support Specialists, sharing your expertise and knowledge to ensure a smooth onboarding process.
• Act as a touchpoint to hand off in-depth issues before escalating out of the Level 1 support group, conducting regular queue management to ensure adherence to standard operating procedures.
• Maintain an appropriate level of skills to handle incidents and requests in line with established service levels, providing feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases, ensuring our knowledge base is up-to-date and accurate.
• Perform other duties as assigned, contributing to the success of our Managed Services team.

• *Required Skills/Abilities/Competencies**

• Excellent verbal and written communication skills, with the ability to professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience, with a strong understanding of documentation best practices.
• Innovative, team-oriented problem-solving skills, with a commitment to providing quality service.
• Excellent organizational, time management, and follow-through skills, with the ability to prioritize tasks and delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment, with a strong focus on customer satisfaction.
• Experience troubleshooting Microsoft Office, with a strong understanding of technical concepts and troubleshooting techniques.
• Ethical and critical thinking skills, with the ability to make informed decisions and resolve complex issues.
• Ability to type at least 25 words per minute, with a strong focus on accuracy and efficiency.

• *Education and Experience**

• High school diploma or equivalent, with a minimum of 2 years' experience working in a customer service role (call center experience preferred but not required).
• Strong technical skills, with a focus on Microsoft Office and electronic health record software.

• *Physical Requirements**

• Prolonged periods of sitting at a desk and working on a computer, with occasional lifting of up to 15 pounds.
• Ability to work in a fast-paced environment, with a strong focus on customer satisfaction.

• *Benefits and Perks**

• Competitive salary and benefits package, including medical, dental, and vision insurance.
• 401(k) matching program, with a strong focus on retirement savings.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional growth and development, with a focus on career advancement.
• Collaborative and dynamic work environment, with a strong focus on teamwork and customer satisfaction.

• *How to Apply**

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications, and we'll be in touch to discuss your application.

• *Equal Employment Opportunity**

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.