**Experienced Customer Support Specialist - Remote 2nd Shift PST (Must Have OS Log & Customer Support Experience)**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Support Specialist, you'll be at the forefront of this mission, working closely with our clients to resolve technical issues and provide top-notch support. If you're passionate about delivering world-class customer service, have a knack for problem-solving, and are eager to grow with a dynamic team, we want to hear from you! **About arenaflex** arenaflex is a leading provider of innovative solutions for the medical device industry. Our team of experts is dedicated to delivering cutting-edge products and services that meet the evolving needs of our clients. With a strong commitment to customer satisfaction, we're always looking for talented individuals who share our passion for excellence. **Job Summary** We're seeking an experienced Customer Support Specialist to join our team on a 12-month contract basis. As a key member of our support team, you'll be responsible for providing exceptional customer service, troubleshooting technical issues, and escalating complex problems to our internal teams. If you have a strong background in customer support, excellent communication skills, and a passion for problem-solving, we encourage you to apply. **Key Responsibilities** * Provide exceptional customer service to clients via phone, email, and chat * Troubleshoot technical issues and resolve problems in a timely and efficient manner * Escalate complex problems to internal teams and collaborate with cross-functional groups to resolve issues * Document client interactions and maintain accurate records of support requests * Work closely with our field implementation team to ensure successful installations * Coordinate and execute the shipment of parts and supplies to customers * Stay up-to-date with product knowledge and technical developments to provide informed support **Essential Functions** * Follow arenaflex's customer support protocols and procedures * 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 **Work Environment and Culture** As a remote-based employee, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. We offer a competitive compensation package, including a salary, benefits, and opportunities for growth and development. **Compensation and Benefits** * Competitive salary * Benefits package * Opportunities for growth and development * Flexible work arrangements * Collaborative and dynamic work environment **How to Apply** If you're a motivated and customer-focused individual with a passion for 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 for this job