Experienced Customer Success Center Engineer – IT Service Desk Support

At arenaflex, we're on a mission to revolutionize the way our clients experience technology. As a leading provider of AI-powered technology solutions, we're committed to delivering exceptional service and support to our customers. We're now seeking an experienced Customer Success Center Engineer to join our team in Exeter, RI.

About arenaflex

arenaflex is a high-performance, high-integrity team of experts committed to a customer-obsessed culture. With a 75 Customer Net Promoter Score, we've earned a reputation for delivering seamless service delivery, real-time observability, and improved efficiency for our clients' most demanding technology needs. Our proprietary Experience Management Platform ensures that our clients receive the best possible experience, and our team is dedicated to making that happen.

Responsibilities

As a Customer Success Center Engineer, you'll play a critical role in providing multi-faceted support to our clients in an Information Technology Service Desk capacity. Your primary responsibilities will include:

• Intake of customer issues/problems through various channels, including phone, email, our EMP web portal, and chat
• Rapid response to outages, intake, case/incident creation, and first call resolution to deliver the best customer experience
• Providing technical support in the area of desktop services in a timely fashion
• Diagnosing and resolving technical issues associated with end-user devices and/or software using authorized tools
• Handling multiple concurrent tasks with minimal supervision
• Providing feedback to Team Leads identifying opportunities to improve the quality and value for our clients
• Building relationships with IT staff within our customer base to coordinate seamless support of desktop services
• Ability to work in a high-energy environment with constantly shifting priorities
• Keeping current with industry trends and understanding the impacts of the changes on our customer base
• Working independently and escalating as appropriate on the customers' behalf
• Following the prescribed arenaflex process for time recording within the Customer Success Centers phone system
• Troubleshooting/resolve end-user issues via phone, chat, and remote management tools
• Striving to close cases through a First Call Resolution within dictated Service Level Agreements
• Collaborating with fellow employees and customers in sharing issue resolutions by updating policies, procedures, and knowledge base articles
• Experience in an environment that utilizes the chat function
• Travel may be required
• Performing other duties as directed

Additional Responsibilities

* Demonstrated understanding of common information architecture frameworks

• Offers ideas and suggestions to support achievement of goals
• Other responsibilities as assigned

Qualifications

To be successful in this role, you'll need:

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associate's Degree
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification
• Take advantage of partnerships with Cisco, Avaya, Microsoft, HP, and other major partners to enrich skillsets to best support our customers
• Ability to work independently and successfully in a team environment
• Strong oral and written communication skills
• Strong interpersonal skills
• Ability to multi-task, particularly with regard to chat
• Understanding of basic Windows, Macintosh, and other operating systems and desktop hardware
• Able to present point of view to gain support from team and/or management
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners
• Manage different audience needs with a customer-focused orientation
• Good problem-solving skills and analytical skills
• Ability and desire to quickly learn new technologies and concepts
• Effective at building trust in relationships with peers, clients, and management
• Ability to think strategically and act tactically
• Ability to work a flexible work schedule including nights and weekend shifts

What We Offer

At arenaflex, we're committed to supporting the well-being of our employees in and out of work. Our comprehensive benefits package includes:

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• A 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to our Employee Assistance Program (EAP)
• Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles

Join Our Team

If you're passionate about delivering exceptional customer service and support, we want to hear from you! Join our team at arenaflex and be part of a high-performance, high-integrity team of experts committed to a customer-obsessed culture. Apply now and take the first step towards a rewarding career with us!

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