At arenaflex, we're not just looking for a Help Desk Support Customer Service Professional – we're looking for a game-changer. Someone who can accelerate their career while providing exceptional customer service to our clients. If you're a motivated and tech-savvy individual with a passion for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced digital landscape. Our team of experts is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our ranks.
**Job Summary**
As a Help Desk Support Customer Service Professional – Part Time, you'll be the first point of contact for our clients, providing timely and effective support for their technical issues. You'll work collaboratively with our team to resolve complex problems, escalate issues when necessary, and provide exceptional customer service. If you're a strong communicator with a passion for technology, we want to hear from you.
**Key Responsibilities**
* Accept inbound requests via phone, chat, email, and ticket queues
* Record and process incidents and service requests according to process specifications
* Communicate with users to understand issues and provide known solutions
* Document and resolve incidents according to process specifications
* Forward incidents which cannot be resolved to downstream support groups according to process specifications
* Initiate escalations according to process specifications
* Work collaboratively with team members via Skype/Lync/Circuit/MS Teams
* Assist with training and supporting fellow agents
* Average expected time on task between 4 to 12 minutes
* Expected resolution rate between 70% - 90%
* Expected to take part in on-call rotation with other admins as necessary
**Requirements**
* 1-2 years of work experience in an IT-related field
* Experience in a Service Desk or Deskside environment preferred
* Experience in customer service ideally gained in a customer-facing environment
* Experience with IIQ request systems
* Experience navigating OKTA admin and Symantec Credential ID platforms
* Experience working with Financial, Casualty, or Insurance entities with dedicated focus on time-sensitive incident resolutions
* English proficiency in both verbal and written form
* Must be culturally sensitive and appreciate cultural differences
* A+, Network, HDI, and/or Microsoft certifications preferred
* ITIL v3 a plus
**Knowledge of Computer Technology**
* Windows Client
* Microsoft Outlook
* Microsoft Office (Word, Excel, PowerPoint)
* Diverse browser support experience (Internet Explorer, Chrome, and Firefox)
* PC hardware and mobile devices troubleshooting
* Corporate network and network printer support experience
* Terminal emulation for mainframe (Rumba) support experience
* Fundamental knowledge of the Windows Active Directory and domain concept
* Fundamental knowledge of CitrixDirector and VM Ware environments
* General knowledge of Microsoft Exchange
* Experience with command line scripting a plus
**Soft Skills Profile**
* Professionalism at all times, assertiveness, and accountability, good timekeeping, flexibility
* Drive, enthusiasm, initiative, commitment, and self-motivation, respect for colleagues, desire to learn
* Must be able to communicate effectively with corporate customers of different technical expertise, peers, and all levels of management
* Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
* Ability to work well under pressure, set priorities, and comfortable making quick decisions
**Location**
* USA, NC, Work-at-Home
**Language Requirements**
* English
**Time Type**
* Part time
**Physical & Mental Requirements**
* While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
**Eligibility to Work**
* In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
**Where Job May be Performed**
* Currently, this position may be performed only in the states listed here.
**Equal Opportunity/Affirmative Action Employer**
* arenaflex is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
**Application Process**
* Ready to join us? The first step is easy. Click apply now and we'll be in touch soon!
**Why arenaflex?**
* Competitive salary and benefits package
* Opportunity to accelerate your career in a dynamic and innovative company
* Collaborative and supportive team environment
* Professional development and training opportunities
* Flexible work arrangements and work-life balance
* Recognition and rewards for outstanding performance
**Join the arenaflex Team**
If you're a motivated and tech-savvy individual with a passion for problem-solving, we want to hear from you. Apply now to join our team of experts and take the first step towards accelerating your career.