Experienced Customer Service Analyst – Digital Transformation and Cloud Solutions Support

At arenaflex, we're committed to delivering cutting-edge software solutions that drive tangible ROI for our customers. As a premier implementer of innovative technologies, we're seeking an experienced Customer Service Analyst to join our team. This role is perfect for a motivated individual who is passionate about delivering exceptional customer experiences and has a knack for technical problem-solving.

About arenaflex

arenaflex is a leading provider of digital transformation and cloud solutions, with a strong focus on emerging technologies, data analytics, and business process re-engineering. Our team is dedicated to delivering high-quality solutions that meet the evolving needs of our customers. We're proud to offer a dynamic work environment that fosters growth, innovation, and collaboration.

Why Join arenaflex?

At arenaflex, we believe in investing in our employees' growth and development. We offer a comprehensive benefits package, including:

• Generous core and voluntary benefits, including group medical, dental, and vision insurance, HSA, FSA, 401(k) with immediately vested company match, PTO/Sick Leave, 11 paid federal holidays, company-paid life, short-term and long-term disability insurance, tuition and training reimbursement, fitness/wellness reimbursement, a referral bonus program, and life management programs.
• Dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy for support and guidance.
• A fast-paced, quality-driven work environment that encourages innovation and collaboration.

Job Description

As a Customer Service Analyst at arenaflex, you will be responsible for providing exceptional customer support and technical assistance to our clients. Your primary duties will include:

• Participating in the design of software tools and subsystems to support reuse and domain analysis.
• Assisting Applications Engineers and Applications Programmers to interpret software requirements and design specifications to code, and integrate and test software components.
• Sorting through, prioritizing, and addressing end-user support requests using JIRA, Remedy, and other ticketing systems.
• Supporting the onboarding process for new resources, coordinating with outside agencies to complete hardware and software setups in accordance with requirements provided by hiring managers.
• Creating and maintaining source pages (JIRA, Confluence, SharePoint).
• Creating, updating, and distributing End-User Support documentation.
• Understanding and tracking inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders' purchase decisions.
• Analyzing, comparing, and making recommendations for software packages and other technologies.
• Coordinating software installations.

Essential Functions & Duties

* Sort through, prioritize, and address end-user support requests using JIRA, Remedy, and other ticketing systems.

• Support the onboarding process for new resources, coordinating with outside agencies to complete hardware and software setups in accordance with requirements provided by hiring managers.
• Create and maintain source pages (JIRA, Confluence, SharePoint).
• Create, update, and distribute End-User Support documentation.
• Understand and track inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders' purchase decisions.
• Analyze, compare, and make recommendations for software packages and other technologies.
• Coordinate software installations.

Skills, Qualifications, and Certifications

* Consistent, patient, accurate communications skills in person, on the phone, and in writing.

• Ability to deliver high-quality documentation, with attention to detail.
• Ability to quickly grasp complex technical concepts and make them easily understandable.
• Must be a self-starter.
• Candidate will need to gain the Security+ certification at the time of hire or will need to obtain within 6 months of start date.

Citizenship or Work Authorization Required

* Top Secret Clearance or ability to obtain a Top-Secret Clearance is required.

• Must be a U.S. citizen.
• Must pass a background investigation.

Preferred Education & Experience

* Commensurate experience and education.

Compensation

* A reasonable estimate of the current pay range is: $60,000 – $80,000.

Essential Job Function Physical Requirements

* The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines.

Work Environment

* arenaflex is a remote-friendly company, offering flexible work arrangements to support work-life balance.

How to Apply

If you're a motivated and technical individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application by October 13, 2024.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state, and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination. Apply for this job