Experienced Customer Support Specialist – Medical Device Industry – Remote Opportunity

At arenaflex, we are dedicated to delivering exceptional customer support to our clients in the medical device industry. As a Customer Support Specialist, you will play a vital role in providing top-notch service to our clients, ensuring their satisfaction, and driving business growth. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.

Job Summary

We are seeking an experienced Customer Support Specialist to join our team on a 12-month contract basis. As a Customer Support Specialist, you will be the first point of contact for our clients, providing timely and effective support via phone, email, and other communication channels. Your primary responsibility will be to resolve customer complaints, provide technical assistance, and escalate complex issues to the appropriate teams. If you have a strong background in technical support, excellent communication skills, and a passion for delivering exceptional customer service, we want to hear from you.

Key Responsibilities

* Provide timely and effective support to clients via phone, email, and other communication channels

• Resolve customer complaints and provide technical assistance to resolve issues
• Escalate complex issues to the appropriate teams, ensuring timely resolution and customer satisfaction
• Document client interactions, including concerns, complaints, and resolutions
• Collaborate with internal teams, including field implementation and support teams, to ensure seamless support and resolution
• Coordinate and execute the shipment of parts and supplies to customers
• Utilize internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Essential Functions

* Follow necessary Customer Support protocols

• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Promptly answer support calls, document, and transfer with a high level of urgency
• Accurately document client interaction in a professional manner
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Technical Skills and Attributes

* Databases: SQL Server (SQL 2008/2012)

• Ability to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• OS knowledge: Server 2008 /Server 2012/ Windows 7
• Windows Services
• IIS and Web Applications
• Running Performance Counters
• Basic Understanding of Group Policies
• Security Permissions
• Networking topology
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language
• Ability to review application and OS logs
• Active Directory experience or exposure
• VMware experience or exposure (1+ years)

Soft Skills

* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

• Excellent time management and multitasking skills
• Strong personal commitment to quality, customer service, and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience
• Works well in a team environment
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Other Skills

* Excellent customer service skills (written and verbal) a must

• Exceptional attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
• Ability to effectively listen, empathize, and reassure clients their issues will be resolved
• Ability to independently research, troubleshoot, and probe technical hardware and software issues
• Ability to work in a team environment
• Ability to work in a remote, home office-based environment
• Experience using a computer in a work setting
• Strong work ethic and initiative

Education/Licenses/Certifications Required

* No degree required

• Preferred Certifications: A+, N+

Work Environment and Culture

As a remote employee of arenaflex, you will have the flexibility to work from the comfort of your own home office. Our team is dedicated to delivering exceptional customer support, and we are committed to creating a positive and inclusive work environment. We offer a competitive compensation package, including a salary, benefits, and opportunities for career growth and development.

Compensation and Benefits

* Competitive salary

• Benefits package, including health, dental, and vision insurance
• Opportunities for career growth and development
• Flexible work schedule and remote work options
• Professional development opportunities, including training and certification programs

How to Apply

If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! Apply to this job Apply for this job