Experienced Customer Success Center Engineer – IT Service Desk Support Specialist

At arenaflex, we're on a mission to revolutionize the way organizations deliver technology modernization programs, and we're looking for talented individuals to join our team as Customer Success Center Engineers. As a key member of our Customer Success Center, you'll play a vital role in providing multi-faceted support to our clients and end-users, ensuring seamless service delivery, real-time observability, and improved efficiency.

About arenaflex

arenaflex is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. With over 30 years of experience, we've helped over 5,000 CIOs deliver technology modernization programs with our Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. Our proprietary Experience Management Platform ensures seamless service delivery, real-time observability, and improved efficiency for our clients' most demanding technology needs.

Our Culture

At arenaflex, we're committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. We're a high-performance, high-integrity team of 1,000+ experts who value collaboration, innovation, and continuous learning. We're proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score, and we're recognized with hundreds of industry awards.

Job Summary

We're seeking experienced Customer Success Center Engineers to join our team in Exeter, RI. As a Customer Success Center Engineer, you'll provide multi-faceted support to our clients and end-users in an Information Technology Service Desk capacity. You'll be responsible for intake of customer issues/problems through various channels, including phone, email, our EMP web portal, and chat. You'll diagnose and resolve technical issues associated with end-user devices and/or software using authorized tools, and provide feedback to Team Leads identifying opportunities to improve the quality and value for our clients.

Key Responsibilities

* Provides case creation and triage for all incoming events

• Adheres to customer-defined operating processes & procedures policies/knowledge base articles
• Provides technical support in the area of desktop services in a timely fashion
• Diagnoses and resolves technical issues associated with end-user devices and/or software using authorized tools
• Handles multiple concurrent tasks with minimal supervision
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for our clients
• Builds relationships with IT staff within our customer base to coordinate seamless support of desktop services
• Works independently and escalates as appropriate on the customers' behalf
• Follows the prescribed arenaflex process for time recording within the Customer Success Centers phone system
• Troubleshoots/Resolves end-user issues via phone, chat, and remote management tools
• Strives to close cases through a First Call Resolution within dictated Service Level Agreements
• Collaborates 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
• Performs 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

* 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 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

At arenaflex, we provide 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're 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 resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

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