Experienced Customer Success Center Engineer – IT Service Desk Support

Join arenaflex, a leading technology solutions provider, as we seek an experienced Customer Success Center Engineer to join our team in Exeter, RI. As a key member of our IT Service Desk, you will play a vital role in delivering exceptional customer experiences by providing multi-faceted support to our clients/end users. If you have a passion for technology, excellent communication skills, and a customer-obsessed mindset, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a high-performance, high-integrity team of experts committed to a customer-obsessed culture. With over 30 years of experience in providing AI-powered technology solutions, we have helped over 5,000 CIOs deliver technology modernization programs. Our proprietary Experience Management Platform ensures seamless service delivery, real-time observability, and improved efficiency for our clients' most demanding technology needs. We are proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score and have been recognized with hundreds of industry awards.

Responsibilities

As a Customer Success Center Engineer, you will be responsible for providing multi-faceted support to our clients/end users in an Information Technology Service Desk capacity. Your primary responsibilities will include:

• Intake of customer issues/problems through various channels, including phone, email, arenaflex's EMP web portal, and chat
• Rapid response to outages, intake, case/incident creation, and first call resolution to deliver the best customer experience
• 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 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/resolve 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 will need to possess the following qualifications and requirements:

• 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
• Able 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
• Able to present a 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

Benefits and Perks

arenaflex offers a comprehensive benefits package to support your well-being in and out of work. This includes:

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• A 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to our Employee Assistance Program (EAP)
• Additional offerings include 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

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We provide equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation, or any other status or condition protected by local, state, or federal law.

How to Apply

If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the link below. Apply for this job We look forward to hearing from you! Apply for this job