Experienced Full Stack Customer Support Specialist – Medical Device Industry

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met, and their concerns are addressed promptly. If you're passionate about delivering outstanding customer service, have a knack for technical problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative medical devices, committed to improving patient outcomes and enhancing the healthcare experience. Our team of experts is passionate about delivering cutting-edge solutions that make a real difference in people's lives. As a customer support specialist at arenaflex, you'll be part of a dynamic team that's dedicated to excellence, innovation, and customer satisfaction.

Job Description

As a Customer Support Specialist, you'll be the first point of contact for our clients, providing timely and effective support to resolve their technical issues. Your responsibilities will include:

• Accepting inbound calls from healthcare professionals, obtaining necessary information, and attempting to resolve incidents or escalating them when necessary
• Documenting client interactions, including concerns, complaints, facility, and phone number, to ensure seamless escalation and resolution
• Delegating pending call-backs to the appropriate Customer Support Specialist tiers
• Collaborating with the field implementation team to ensure successful installations and resolving open tickets
• Coordinating and executing the shipment of parts and supplies to customers
• Utilizing internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Essential/Critical 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
• Support the field implementation team to successfully complete installations
• Coordinate and execute the shipment of parts and supplies to 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

What We Offer

* Competitive compensation package

• Comprehensive benefits program
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and customer-focused individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply To This Job Apply for this job