Experienced Customer Service Technical Support Analyst – Remote

Job Summary: Join arenaflex, a dynamic and innovative organization, as a Customer Service Technical Support Analyst. In this exciting role, you will provide top-notch technical support services to schoolteachers and staff as they navigate our cutting-edge technology solutions. As a key member of our remote team, you will be responsible for troubleshooting and resolving a wide range of technical issues, from software and hardware problems to network and printer issues. If you have a passion for delivering exceptional customer service, a knack for technical troubleshooting, and a willingness to learn and grow, we encourage you to apply for this rewarding opportunity. About arenaflex: arenaflex is a leading provider of innovative technology solutions to the education sector. Our mission is to empower educators and students with the tools and resources they need to succeed. We are committed to delivering exceptional customer service and support, and we are seeking a talented and dedicated Customer Service Technical Support Analyst to join our remote team. Responsibilities: As a Customer Service Technical Support Analyst, you will be responsible for: * Troubleshooting and resolving software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution. * Logging all calls using our in-house call tracking system, creating detailed, accurate entries and escalating when necessary. * Specifying user problems and providing a detailed solution to resolve each issue. * Acting as a liaison for application problems between users and developers. * Assisting in the collection of data for identifying user requirements that may result in future system development or training. * Keeping current with the development of our ever-changing applications. * Documenting products, processes, or problems in detail and suggesting improvements or solutions. * Working with your manager to investigate and implement ways of deflecting calls and increasing self-service. * Working occasional additional hours, 2nd shift, and/or weekends when necessary. * Performing other duties that may be necessary for the organization, including manual labor (staging materials, packing, inventory, delivery). * Supporting continuous improvement initiatives and other projects as assigned. Experience & Skills: To be successful in this role, you will need: * Previous call center experience in a tech environment * Background in customer support (inbound call handling and ticket creation) * Ability/Availability to work various shifts * Strong knowledge/experience with Hardware troubleshooting (our customers primarily use HP laptops) * Performance issues * Mic/Camera issues/settings * Peripherals (mouse/keyboard, monitors, etc.) * Knowledge/experience with Active Directory * Password Reset * Strong knowledge/experience of 'Home' network troubleshooting * Knowledge/experience of 'Domain Environment' network troubleshooting * Add/Remove printers/Scan folders * Strong knowledge/experience with 'Internet/Browser' troubleshooting * Knowledge/experience with reimaging computers (PC) * Any knowledge/experience with Apple computers is welcomed * Experience with Remote Troubleshooting tools * Strong knowledge/experience of Google Apps * Experience with troubleshooting preferred What We Offer: * Competitive hourly rate ($18.00 to $25.00/hr) based on skills, experience, location, and industry * Opportunity to work with a dynamic and innovative organization * Collaborative and supportive remote team environment * Ongoing training and development opportunities * Flexible scheduling to accommodate various shifts and work arrangements * Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off How to Apply: If you are a motivated and customer-focused individual with a passion for technical troubleshooting, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Equal Opportunity Employer: arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.Apply Now

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