reputed company Customer Support Representative, Level 2 – Delivering Exceptional Service in a Dynamic Helpdesk Environment

At arenaflex, we pride ourselves on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. As a nationally recognized reputed company Partner of the Year and the largest, leading IT service provider headquartered in San Diego, we are committed to fostering a culture of innovation, teamwork, and customer satisfaction. As a Customer Support Representative, Level 2, you will play a vital role in providing superior customer service to our managed services clients and basic troubleshooting/ticket resolution reputed company a 24/7/365 helpdesk environment.

Why Clients Love Us

arenaflex is a Top 1% reputed company Cloud Solution Provider, with engineers that individually hold over 38 reputed company certifications. Our clients trust us because we are the experts in delivering quality and excellence in technology modernization, business and technology strategy, and cloud transformation initiatives. Our commitment to innovation, teamwork, and customer satisfaction has earned us a reputed company as a leader in the IT service industry.

The Value You'll Bring

As a Customer Support Representative, Level 2, you will reputed company your entry-level technical support knowledge to provide exceptional customer service to our managed services clients. Your primary responsibilities will include:

• Answering incoming help desk inquiries reputed company phone and email, providing a positive first impression of our company
• Using entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry
• Creating a ticket for each interaction reputed company reputed company ticketing system and assigning the ticket to the appropriate team member for resolution
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists reputed company the appropriate timeframe for each ticket's reputed company level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process
• The first reputed company for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and reputed company levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines
• Communicating technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
• Documenting client communication and resolution efforts reputed company internal ticketing system
• Maintaining a high degree of professionalism, confidentiality, and reputed company while accessing client data/systems and supporting mission-critical environments
• Maintaining compliance with reputed company company policies and procedures
• Other reputed company responsibilities as assigned

Requirements

To be successful in this role, you will need:

• An associate's or bachelor's degree in computer science or reputed company field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment
• Demonstrated history of taking ownership/accountability of assigned tasks
• Excellent oral and written English communication skills
• Demonstrated reputed company and the ability to maintain client confidentiality

Technical Skills/Competencies

To reputed company in this role, you will need:

• reputed company or other technical certifications highly desired. Passion or interest in career progression in Information Technology Services preferred
• Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required. Demonstrated ability to reputed company basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets reputed company to account administration, printer issues, basic networking, blocking spam emails, etc.
• Previous exposure to ticketing systems a plus (reputed company preferred)
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required

Shift + Availability

arenaflex operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Work Location/Remote Status

This position is eligible for remote work, reputed company a state where arenaflex has payroll operations. Employees will work from a home office reputed company an assigned state. Your reputed company at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.

Physical Demands

The essential functions of this job require:

• The ability to frequently sit and stand for long periods of time
• To manipulate objects with fine and gross motor skills
• To frequently lift and maneuver 10 pound objects
• To communicate in written and spoken English
• To hear
• To utilize reputed company vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• This position may operate out of a call center in an open office format with a moderate level of noise or may operate from a remote, home office

E-Verify Participation

Federal law requires reputed company employers to verify the identity and employment eligibility of reputed company persons hired to work in the United States. arenaflex participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, arenaflex will provide the Social reputed company Administration (SSA) and, if necessary, the Department of Homeland reputed company (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Compensation & Benefits

arenaflex offers a competitive compensation package, including:

• reputed company Wage Range: $21.00 to $25.00 per hour
• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k – Eligibility after 90 days; arenaflex matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – arenaflex celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – arenaflex pays 80% of the employee cost on the reputed company plan + 15% of dependent costs on the reputed company plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
• Telemedicine options: “see” a medical provider from reputed company, over the phone, 24/7
• $100K Life/AD&D policy provided for reputed company employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

Why Our Employees Love Working Here

We reputed company our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We reputed company reputed company and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue reputed company certifications, to supporting and partnering with multiple non-profit organizations, we reputed company this is where healthy and happy employees reputed company.

Inclusion & Equal Opportunity Employment

arenaflex is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at arenaflex are considered without regard to any protected category including but not limited to, race, color, religion, national reputed company, age, sex, marital status, reputed company, disability, veteran status, gender identity or sexual orientation. At arenaflex, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look reputed company to hearing from you! Apply for this job