Experienced IT Customer Experience Analyst – End-to-End Support for arenaflex Business Systems

At arenaflex, we're dedicated to delivering innovative solutions and technical breakthroughs that make a real difference in the lives of our customers. As a leading organization in the industry, we're committed to investing in our employees and creating a culture of collaboration, growth, and excellence. Our arenaflex Business Systems team is at the forefront of this effort, and we're seeking an experienced IT Customer Experience Analyst to join our team.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's always pushing the boundaries of what's possible. With a strong focus on innovation, customer satisfaction, and employee development, we're creating a workplace that's both challenging and rewarding. Our commitment to excellence is reflected in everything we do, from our cutting-edge technology to our exceptional customer service.

Job Summary

As an IT Customer Experience Analyst at arenaflex, you'll play a critical role in delivering end-to-end IT customer care to our onsite and remote workers. You'll be responsible for providing hardware and software support on client devices, including installation, troubleshooting, upgrades, and removal. This is an onsite role that requires strong technical skills, excellent communication abilities, and a customer-centric approach.

Key Responsibilities

* Provide end-to-end customer care for onsite and remote workers, ensuring continuity of service

• Deliver concise and timely communication to customers during support process
• Update and document call history, team documentation, and knowledge articles
• Perform desktop and laptop imaging and software deployment with industry standard tools
• Partner with technical teams to perform root cause analysis and smart hands activity on client devices
• Provide hardware and software support on client devices including installation, troubleshooting, upgrades, and removal
• Work within Service Now or other ticketing systems for recording updates, call routing, and updating asset information
• Escalate issues as required to appropriate support tier
• Cross-functional collaboration with other IT teams and internal business stakeholders
• Follow internal standardized processes, identify gaps, and recommend improvements where needed
• Remain current with latest technology deployed within the workplace
• On a rotational basis, this position must be available to respond to "calls" on weekends and/or after hours and be on site within one hour of notification by the company to respond to events such as VIP ticket handling, and P1/P2 call event support. May be requested to assist other arenaflex business units or arenaflex Corporate IT as required.
• Periodic travel to remote facilities may be required.

Essential Qualifications

* Strong troubleshooting skills

• Professional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner
• Ability to work independently, with minimal supervision, and as part of a team
• Foundational understanding of Windows operating system, client – peer network functionality, Microsoft active directory users and groups, and concepts such as “On Prem” and “Azure Cloud” as it pertains to client device, hardware, and software
• Basic understanding of Mobile Device Management and M365 mobile applications
• Excellent customer interaction and time management skills
• Proficiency in documentation and call annotation
• Prioritization skills in support of multiple competing requirements

Preferred Qualifications

* Experience participating in structured projects or deployments

• Associate degree or equivalent business experience

Skills and Competencies

* Strong technical skills, with a focus on hardware and software support

• Excellent communication and interpersonal skills, with the ability to work with customers, technical teams, and internal stakeholders
• Ability to work independently and as part of a team, with minimal supervision
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
• Proficiency in documentation and call annotation, with the ability to update and maintain accurate records
• Prioritization skills, with the ability to manage multiple competing requirements and deadlines

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills and careers. As an IT Customer Experience Analyst, you'll have access to a range of training and development opportunities, including:

• Ongoing training and certification programs in hardware and software support
• Opportunities for career advancement and professional growth
• Access to industry-leading technology and tools
• Collaborative and supportive work environment, with a focus on teamwork and customer satisfaction

Work Environment and Company Culture

arenaflex is a dynamic and forward-thinking organization that's committed to creating a workplace that's both challenging and rewarding. Our arenaflex Business Systems team is at the forefront of this effort, and we're seeking an experienced IT Customer Experience Analyst to join our team.

• Collaborative and supportive work environment, with a focus on teamwork and customer satisfaction
• Ongoing training and development opportunities, including certification programs and industry-leading technology
• Opportunities for career advancement and professional growth
• Flexible work arrangements, including remote work options and flexible hours
• Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary: $65,000 - $85,000 per year, depending on experience
• Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off
• Perks: Flexible work arrangements, including remote work options and flexible hours, as well as access to industry-leading technology and tools
• Professional development opportunities: Ongoing training and certification programs, as well as opportunities for career advancement and professional growth

How to Apply

If you're a motivated and customer-focused individual with a passion for technology and problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, along with any relevant certifications or training programs, to our online application system.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, and are proud to be an affirmative action employer. If you require accommodation during the application process, please let us know and we'll be happy to assist.

Contact Information

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply to this job Apply for this job