Experienced Full Stack Customer Support Solutions Analyst – Financial Services

At arenaflex, we're revolutionizing the way healthcare providers and plans deliver frictionless care. As a leading North American healthcare technology platform, we're committed to empowering our employees to make a meaningful impact on the lives of millions across the continent. With over 20 years of experience and a team of over 2,200 passionate individuals, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. We're not just a company – we're a community that thrives on collaboration, innovation, and a shared purpose. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America.

Join us and be part of a team that is making a real difference.

About the Role:

As an Experienced Full Stack Customer Support Solutions Analyst – Financial Services, you'll play a critical role in providing exceptional customer experiences while handling technical queries and complaints for our cloud-based healthcare solutions. You'll be responsible for prioritizing daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To succeed in this role, you'll need to remain calm while trouble-shooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is essential to your success.

Key Responsibilities:

* Provide world-class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application

• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities
• Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
• 11-8 Shift work required

Your Key Strengths:

* Secondary Degree in Progress or Completed

• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstrable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast-paced, dynamic, high-demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with arenaflex software is an asset
• Experience supporting and trouble-shooting web-based software applications
• Preference for those with experience using diagnostic tools to help resolve customer issues

What We Offer:

* Competitive base salary: $55,000 - $60,000 per year

• Performance-based bonus and benefits
• Overtime eligible
• Comprehensive benefits package starting from Day 1, including:

+ Retirement Plan Matching + Flexible Paid Time Off + Wellness Support Programs and Resources + Parental & Caregiver Leaves + Fertility & Adoption Support + Continuous Development Support Program + Employee Assistance Program + Allyship and Inclusion Communities + Employee Recognition

• Opportunity to work in a dynamic, fast-paced environment with a team of passionate individuals
• Professional growth and development opportunities
• Recognition and rewards for outstanding performance

Why Join arenaflex?

* We're committed to creating a workplace that is inclusive, diverse, and equitable

• We believe in the importance of work-life balance and offer flexible work arrangements
• We're passionate about making a difference in the lives of millions across North America
• We're committed to continuous learning and development, with opportunities for growth and advancement
• We offer a comprehensive benefits package that supports your physical, emotional, and financial well-being

How to Apply:

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, diverse, and equitable. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex’s human resources team: [email protected] arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. Apply for this job