**Experienced Full Stack Help Desk- Customer Support Specialist – Financial Services Industry**

At arenaflex, we're dedicated to delivering exceptional client experiences and providing innovative solutions to help our clients achieve their financial goals. As a Help Desk- Customer Support Specialist, you'll play a critical role in ensuring the seamless operation of our systems and services, providing top-notch support to our associates, and driving business growth through your expertise. **About arenaflex** arenaflex is a high-growth, private equity-backed, multi-branch Registered Investment Advisor with a strong presence in the financial services industry. Founded in Sacramento, California, in 1993, we've established ourselves as a fee-based, employee-centric fiduciary advisory firm, prioritizing client well-being and education. Our commitment to excellence has earned us the prestigious "Circle of Excellence" award by the National Business Research Institute for employee and client satisfaction in 2021, solidifying our position among the best-loved brands in America. We were also recognized as a Barron's Top 40 RIA in 2022. **Job Summary** As a Help Desk- Customer Support Specialist, you'll be responsible for delivering exceptional client experiences, troubleshooting technical issues, and providing proactive service and education to our associates. You'll be the first point of contact for our clients, handling inbound calls, emails, and chat inquiries in a courteous, timely, and professional manner. Your expertise will ensure that our systems and services meet the highest standards, driving business growth and client satisfaction. **Key Responsibilities** * Deliver an exceptional client experience by serving as the first point of contact for arenaflex associates, handling inbound calls, emails, and chat inquiries in a courteous, timely, and professional manner. * Identify and diagnose technical issues, capturing, validating, and triaging user issues; identifying and classifying incident types and service interruptions; and using remote tools and diagnostic utilities to resolve problems. * Resolve or escalate issues appropriately, providing first-line investigation and diagnosis to resolve incidents quickly; if issues cannot be resolved, documenting them thoroughly and liaising with Level2 support or vendors as needed. * Manage service requests, logging all incidents and requests in the ticketing system (JIRA), categorizing and recording queries and outcomes. * Assist with onboarding and integration, working with HR and integration teams to ensure a seamless onboarding experience. * Maintain data security and compliance, strictly following policies for handling confidential client data; complying with regulatory requirements and the firm's privacy and security policies. * Provide proactive service and education, offering essential online security advice and guidance; assisting users with self-service resources and promoting best practices. * Collaborate and communicate, participating in team meetings, sharing knowledge and insights with colleagues and product teams, and assisting with special projects or deployment activities as assigned. **Qualifications** * At least one year in technical support or customer service role; experience with system support and deployment is highly desirable. * Bachelor's degree in information technology or a related discipline (or equivalent experience). * Technical proficiency, familiarity with Windows and macOS desktop operating systems; basic knowledge of M365, Azure, and server environments; experience installing and configuring hardware/software; and exposure to network infrastructure support. * Hands-on experience in Windows administration, Zoom setup, MS 365 including SharePoint, Entra, and Exchange. * Communication skills, ability to read, speak, and write English fluently; excellent verbal and written communication skills and strong client-service orientation. * Organizational skills, ability to multi-task across multiple systems and screens while speaking with clients; strong problem-solving skills and attention to detail. * Interpersonal qualities, demonstrated professionalism, empathy, patience, and customer-focused attitude; ability to thrive in a fast-paced environment and remain calm under pressure. * Compliance and confidentiality, adherence to policies and procedures for handling confidential information; willingness to submit to background checks and meet any licensing or bonding requirements common in financial services roles. **Preferred Qualifications** * Experience in the financial services industry (e.g., working with registered investment advisers, broker-dealer operations, or banking clients) and understanding of regulatory obligations. * Knowledge of CRM and document management systems. * Experience with remote management tools (e.g., Screen Connect) and ticketing platforms. **Physical and Work Environment Requirements** * Position is based in Indianapolis, in a professional office environment; requires extended periods of sitting/standing at a desk, using a computer and telephone, and may involve occasional lifting of up to 10 lbs. * Flexibility to travel to local sites, including Cincinnati, Chicago, and other nearby locations as and when support needs arise. * Authorized to work in the United States and willing to undergo background and drug screening as required in financial services roles. **Benefits** We value our associates' time and effort. Our commitment to your success is enhanced by our competitive base pay and an extensive benefits package, including: * Medical: Blue Shield (PPOs and HDHP with HSA) plans and Kaiser (HMO) plans for California associates * Dental insurance with MetLife * Vision insurance with VSP * Optional supplemental benefits * Healthcare savings accounts with company contribution * Flexible spending accounts * Flexible working arrangements * Generous 401K contributions * Exempt associates qualify for our flexible paid time off policy. * Non-Exempt associates will receive 15 days of paid time off annually during the first three years of employment * 11 Paid Holidays * Option to participate in our Equity Purchase Program * Future growth opportunities within the company **Why Join arenaflex?** We strive to maintain the best possible environment for our associates, where people can learn and grow with the firm. We aim to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture. If you're passionate about delivering exceptional client experiences and driving business growth through your expertise, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that's shaping the future of financial services. Apply for this job