Experienced Customer Support Technician III – Hybrid Remote Work Opportunity

At arenaflex, we're dedicated to creating a workplace where talented individuals can thrive and make a meaningful impact. As a Customer Support Technician III, you'll play a vital role in delivering exceptional support experiences to our mission-critical customers, ensuring they can accomplish their goals with confidence. If you're passionate about providing top-notch customer service, troubleshooting complex issues, and collaborating with cross-functional teams, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative technologies and solutions that help people be their best in the moments that matter. Our purpose is to solve for safer by building the best possible technologies across every part of our safety and security ecosystem. We're committed to connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.

Department Overview

The Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) organization is responsible for providing high-quality support experiences for mission-critical customers. Our Flex VIP Support team is dedicated to delivering in-depth investigation and handling of complex customer issues. As a Customer Support Technician III, you'll be part of this dynamic team, working closely with our customers and internal stakeholders to resolve technical issues and improve overall customer satisfaction.

Job Description

As a Customer Support Technician III, you'll be responsible for:

• Managing and working on tickets cases entered by agencies assigned
• Writing and modifying Knowledgebase Articles for distribution
• Working under minimal supervision to reproduce and confirm product defects and reporting such defects to Product Development for permanent resolution
• Managing relationships and collaboration with customers and Flex Support Team
• Maintaining required product environments for the entire Technical Support organization
• Providing after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally traveling to VIP customer sites to represent the Support Organization

Primary Responsibilities:

* Manage and work tickets cases entered by agencies assigned

• Write and modify Knowledgebase Articles for distribution
• Work under minimal supervision to reproduce and confirm product defects and reporting such defects to Product Development for permanent resolution
• Manage the relationship and collaboration with customers and Flex Support Team
• Maintain required product environments for the entire Technical Support organization
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally travel to VIP customer sites to represent Support Organization

Preferred Qualifications and Experience:

* Bachelor's Degree in Computer Science or equivalent industry experience

• Minimum of 1 year working with the Flex Product
• Knowledge of and/or basic skills in:

+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory) + Validating, troubleshooting, and characterizing reported application issues + Web servers + Virtualization Software + Network Services (DNS, IP, HOSTS, Routing)

• Prior experience in:

+ Installing, configuring, and supporting arenaflex software + Answering customer questions on application usage and administration + Creating and updating technical documentation + Logging information into internal case tracking systems + Providing Live Phone support for public safety customers + Installing and configuring required 3rd party software packages + Providing feedback to individual contributors

• Excellent problem-solving, troubleshooting, and customer service skills
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations
• Possesses strong customer relation and interpersonal skills

What We Offer:

* Competitive salary and benefits package

• Hybrid remote work model, combining remote work with time in our Remote office
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technologies and tools
• Flexible work arrangements and work-life balance

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace where talented individuals can thrive and make a meaningful impact. We believe in:

• Empowering our employees to take ownership of their work and make a difference
• Fostering a culture of innovation, collaboration, and continuous learning
• Providing opportunities for growth and development
• Recognizing and rewarding outstanding performance
• Prioritizing work-life balance and employee well-being

How to Apply:

If you're passionate about delivering exceptional customer support and troubleshooting complex issues, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team of talented professionals who are dedicated to making a difference. Apply To This Job Apply for this job