Join the arenaflex family and embark on a thrilling journey of self-discovery, skill-building, and career growth. As a valued member of our Data Innovation Group, you'll have the opportunity to explore a vast array of possibilities, both in and out of the workplace. With a focus on adaptability, creativity, and continuous learning, you'll be empowered to become the best version of yourself while making a meaningful impact on our customers' lives.
**Why You'll Love This Role**
As a Customer Support Analyst, you'll be part of a dynamic team that's dedicated to delivering exceptional service and support to our customers. You'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by our Advancements framework wide. With a focus on problem-solving, communication, and teamwork, you'll have the opportunity to grow your skills and advance your career in a fast-paced and supportive environment.
**Key Responsibilities**
* Provide goal-to-issue resolution via phone, and when necessary, escalate more complex issues to a certified support specialist.
* Offer first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP environments) and Centralized computer (UNIX/IBM) environments.
* Conduct issue assurance for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and other related issues.
* May interact with internal and external support groups and third-party vendors to identify and address core issues.
* Reenact or reproduce client issues to determine working troubles.
* Maintain daily attention to outages and issues framework wide.
* Escalate incidents to acceleration groups to ensure customer resolution.
* Provide timely communication (oral or written) to Level 2 support or other service personnel, as necessary.
* Expedite consultation with Level 2 support or other service personnel regarding quality issues to determine efficacy or strategy.
* Stay on duty longer than required as needed and when approved.
* Maintain confidentiality regarding employee, organization, and client data.
* Exhibit commitment to and compliance with all organization and departmental policies, procedures, and practices.
**Shift Work Required/24x7 IT Inclusion Climate**
As a Customer Support Analyst, you'll be required to work a variety of shifts, including nights, weekends, and holidays. You'll be part of a 24x7 IT inclusion climate, where you'll be expected to work collaboratively with your team to ensure seamless support to our customers.
**All You'll Need for Success**
* Minimum Qualifications:
+ Bachelor's degree or equivalent experience
+ 2+ years Help Desk or customer support experience
+ 2+ years investigating experience with service desk environments
+ Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff
* Preferred Qualifications:
+ Instruction and earlier professional training
+ Apple certification (Apple Expert)
+ A+ certification
* Skills, Licenses, and Certifications:
+ Strong relational, written, and verbal communication skills
+ Ability to perform multiple tasks in a fast-paced environment
+ Strong critical thinking and analytical skills
**What You'll Get**
Join the arenaflex family and enjoy a comprehensive benefits package that includes:
* Medical benefits: On the first day of employment, you'll have access to your health, dental, prescription, and vision benefits. Plus, we offer virtual doctor visits, flexible spending accounts, and more.
* Health programs: We believe you should be your best self, which is why our health programs provide you with the right tools, resources, and support you need.
* 401(k) program: Accessible upon hire, and business contributions to your 401(k) program are available after one year.
* Extra benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Be Yourself at arenaflex**
From the colleagues we recruit to the customers we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are designed to connect our colleagues to our customers, providers, networks, and investors, helping colleagues reach their full potential and creating a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a sense of pride and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey? Join the arenaflex family and be yourself.