Experienced Customer Support Technician III (US Remote) – Mission-Critical Software and Services Support

At arenaflex, we're driven by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters. About arenaflex's Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) The CMSO-SE organization provides high-quality support experiences for mission-critical customers so they can accomplish their mission. Our team is dedicated to delivering exceptional service and support to our customers, ensuring they receive the best possible experience with our software and services. We're a dynamic and innovative team that's passionate about making a difference in the lives of our customers.

Job Description

We're seeking an experienced Customer Support Technician III to join our Flex VIP Support team. As a key member of our team, you'll be responsible for providing top-notch support to our customers, ensuring they receive the highest level of service and support for our software and services. You'll work closely with our customers and internal teams to resolve complex issues, provide timely and accurate information, and maintain a positive and professional relationship with our customers.

Primary Responsibilities:

* Manage and work tickets cases entered by agencies assigned

• Write and modify Knowledgebase Articles for distribution
• Work under minimal supervision, reproducing/confirming product defects and reporting such defects to Product Development for permanent resolution
• Manage the relationship and collaboration with customers and Flex Support Team
• Maintain required product environments for the entire Technical Support organization
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally travel to VIP customer sites to represent Support Organization

Essential Qualifications and Experience:

* Bachelor's Degree in Computer Science or equivalent industry experience

• Minimum of 1 year working with the Flex Product
• Knowledge of and/or basic skills in:

+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory) + Validating, troubleshooting, and characterizing reported application issues + Web servers + Virtualization Software + Network Services (DNS, IP, HOSTS, Routing)

• Prior experience in:

+ Installing, configuring, and supporting arenaflex software + Answering customer questions on application usage and administration + Creating and updating technical documentation + Logging information into internal case tracking systems + Providing Live Phone support for public safety customers + Installing and configuring required 3rd party software packages + Providing feedback to individual contributors

Preferred Qualifications and Experience:

* Excellent problem-solving, troubleshooting, and customer service skills

• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations
• Possesses strong customer relation and interpersonal skills

Skills and Competencies Required for Success:

* Strong technical skills, including knowledge of software development, testing, and deployment

• Excellent communication and interpersonal skills, with the ability to work effectively with customers, internal teams, and stakeholders
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues and provide timely and accurate solutions
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong customer service skills, with the ability to provide exceptional service and support to our customers

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a comprehensive training program, with opportunities to learn and grow in your career

• We're committed to providing ongoing training and development opportunities, to help you stay up-to-date with the latest technologies and industry trends
• Our team is passionate about innovation and continuous improvement, and we encourage collaboration and knowledge-sharing across teams
• We offer a competitive salary and benefits package, with opportunities for career advancement and professional growth

Work Environment and Company Culture:

* arenaflex is a dynamic and innovative company, with a culture that values collaboration, innovation, and customer satisfaction

• We're committed to creating a work environment that's inclusive, diverse, and supportive, with opportunities for growth and development
• Our team is passionate about making a difference in the lives of our customers, and we're committed to delivering exceptional service and support
• We offer a flexible and remote work environment, with opportunities to work from home and collaborate with our team

Compensation, Perks, and Benefits:

* Competitive salary and benefits package

• Comprehensive training program, with opportunities to learn and grow in your career
• Flexible and remote work environment, with opportunities to work from home and collaborate with our team
• Opportunities for career advancement and professional growth
• Comprehensive health and wellness benefits, including medical, dental, and vision insurance
• 401(k) retirement plan, with company match
• Paid time off, including vacation, sick leave, and holidays

Conclusion:

If you're passionate about delivering exceptional service and support to our customers, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. arenaflex is a dynamic and innovative company, with a culture that values collaboration, innovation, and customer satisfaction. We're committed to creating a work environment that's inclusive, diverse, and supportive, with opportunities for growth and development. Apply now to join our team and be a part of our mission to solve for safer. Apply Job! Apply for this job