At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated individual to join our team as a Customer Support Representative. As a key member of our customer support team, you'll play a vital role in providing exceptional support to our clients, ensuring their needs are met, and exceeding their expectations.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services, dedicated to empowering our customers to achieve their goals. With a strong focus on customer satisfaction, we strive to create a positive and supportive environment for our clients, partners, and employees. Our team is passionate about delivering exceptional results, and we're committed to fostering a culture of collaboration, innovation, and growth.
**Job Summary**
We're seeking a highly motivated and experienced Customer Support Representative to join our team on a part-time, remote basis. As a Customer Support Representative, you'll be responsible for providing top-notch support to our clients, resolving issues efficiently, and ensuring their satisfaction. This is an excellent opportunity to join a dynamic team, develop your skills, and grow your career in a fast-paced and innovative environment.
**Key Responsibilities**
As a Customer Support Representative at arenaflex, you'll be responsible for:
* **Support Ticket Triage**: Review and prioritize incoming support tickets, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
* **Account Access Updates**: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
* **Notification of Account Creation**: Welcome new users by sending outreach communications that include training materials and registration information.
* **Zoho Desk (Help Desk) Monitoring**: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
* **Upsell Additions**: Update user access and notify external parties when upsell additions occur (e.g., HPT, Quantros, GIC).
* **Hand-Off Calls**: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.
**Essential Qualifications**
To be successful in this role, you'll need:
* At least 1 year of client-facing customer support experience
* Proficiency in Microsoft Office, Excel, and other productivity tools
* Healthcare background/terminology experience
* Excellent communication and multitasking skills
**Preferred Qualifications**
While not required, the following qualifications would be beneficial:
* Bachelor's degree in a related field
* Experience with Zoho Desk (Help Desk) software
**Skills and Competencies**
To excel in this role, you'll need:
* Strong communication and interpersonal skills
* Ability to multitask and prioritize tasks effectively
* Proficiency in Microsoft Office and other productivity tools
* Healthcare background/terminology experience
* Analytical and problem-solving skills
* Ability to work in a fast-paced environment and meet deadlines
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Representative, you'll have opportunities to:
* Develop your skills and expertise in customer support and healthcare terminology
* Work with a talented and dedicated team to deliver exceptional results
* Participate in training and development programs to enhance your knowledge and skills
* Take on new challenges and responsibilities as you grow and develop in your role
**Work Environment and Company Culture**
As a remote part-time employee, you'll have the flexibility to work from home and enjoy a better work-life balance. Our company culture is built on collaboration, innovation, and growth, and we're committed to creating a positive and supportive environment for our employees. You'll have access to:
* A dynamic and supportive team environment
* Opportunities for professional growth and development
* Flexible work arrangements and remote work options
* Competitive compensation and benefits package
**Compensation, Perks, and Benefits**
As a Customer Support Representative at arenaflex, you'll enjoy a competitive compensation package, including:
* Hourly rate: $20-24/hour
* Benefit packages starting on the 31st day of employment, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching
* Paid sick leave and/or other paid time off as provided by applicable law
**How to Apply**
If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps.