Experienced Technical Help Desk Specialist – Senior Customer Support (100% Remote)

Are you passionate about delivering exceptional customer experiences and making a meaningful impact on the lives of seniors and their caregivers? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a leading provider of innovative communication solutions, as a Technical Help Desk Specialist. At arenaflex, our mission is to empower seniors and their caregivers with cutting-edge technology that enables them to lead more independent and meaningful lives. We're committed to becoming the foremost provider of services and solutions that make a tangible difference in the lives of our customers. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, re-establishing their connection to the world. As a Technical Help Desk Specialist at arenaflex, you'll play a vital role in delivering exceptional customer experiences and resolving complex technical issues. You'll work closely with our senior community, providing personalized support and guidance to ensure they get the most out of our innovative solutions. If you're a versatile, problem-solving individual with a passion for customer-centric support, we want to hear from you.

About arenaflex

arenaflex is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a leader in the industry.

Key Responsibilities

As a Technical Help Desk Specialist at arenaflex, you'll be responsible for:

• Handling customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teams.
• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support.
• Providing basic user training in support of off-the-shelf applications and office products.
• Performing remote system repair using remote tools (cobrowse).
• Maintaining and updating records and tracking databases.
• Collaborating with Tier III team members and departmental leadership to resolve emergent customer-impacting issues.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting departmental performance KPIs, goals, objectives, and responsibilities.
• Escalating, monitoring, tracking, and reporting on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
• Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
• Establishing and maintaining effective relationships with customers and appropriate follow-up.
• Demonstrating knowledge and application of company policies and procedures while applying sound judgment within scope of support.
• Conducting product testing related to new and existing product categories.
• Managing customer contacts within Salesforce CRM; adhering to standard operating procedures for data capture.

Essential Qualifications

* Associate degree in Networking and Systems Administration or equivalent work experience.

• Must have worked for a communication company that supported an internet-based product.
• Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
• Strong working knowledge of OS(s) including Windows.
• 3-5 years of experience with help desk in a professional environment.
• Experience utilizing network monitoring platforms or custom tools.
• Willingness to work flexible schedules including weekends.
• Requires strong problem-solving, time management, flexibility, and communication skills.
• Must have the ability to multi-task, organize, and document many tasks at one time.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Experience in professional and business writing.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).

Preferred Qualifications

* Experience working with seniors or individuals with hearing loss.

• Familiarity with ITIL-based processes and methodologies.
• Knowledge of network monitoring platforms or custom tools.
• Experience with Salesforce CRM and standard operating procedures for data capture.
• Certification in help desk or technical support (e.g., HDI, CompTIA).

Work Environment and Culture

As a 100% remote employee, you'll have the flexibility to work from the comfort of your own home. Our work environment is collaborative, dynamic, and fast-paced, with a strong focus on customer satisfaction and employee growth. We're committed to creating a culture of inclusivity, diversity, and respect, where everyone feels valued and empowered to contribute.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• $26.00 to $30.00/hr prospectively with consideration to experience and geographical location.
• A comprehensive benefits program, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Opportunities for professional growth and development, including training, mentorship, and career advancement.

How to Apply

If you're a motivated, customer-centric individual with a passion for technical support, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apply for this job