At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer service in the IT industry. As a leading provider of innovative solutions, we're seeking an experienced and highly motivated Overnight IT Customer Service Support Specialist to join our team. If you're a problem-solver with a passion for delivering outstanding support, we want to hear from you!
**About You**
We're looking for a talented individual who is passionate about providing hands-on and remote-controlled workstation support services. As an Overnight IT Customer Service Support Specialist, you'll be responsible for answering incoming calls or emails in a timely manner, identifying problems, and escalating them for resolution. If you're a team player, a self-motivator, and a professional with excellent communication skills, we'd love to hear from you.
**Key Responsibilities**
As an Overnight IT Customer Service Support Specialist, you'll be responsible for:
* Conducting every transaction with a customer-focused, courteous approach to ensure first call resolution and achieve a satisfaction score of 90% or higher
* Documenting call activity into the Service Desk ticketing system
* Maintaining access for all client systems, as assigned
* Working with other Support Center analysts and Senior Technicians to understand workstation and server support needs
* Providing hands-on and remote-controlled workstation support services
* Participating in software deployments, client workstation triage, or basic management of remote network printer support
* Providing appropriate training frameworks, programs, and end-user support procedures or documented technical solutions to users who call in
* Handling basic active directory administration requests, such as password resets or new hire account creations
* Completing new hire class build-outs from start to finish, including account creation, user permissions, security badge access, etc.
* Participating in and supporting new hire classes in required IT Zoom orientation meetings
* Creating and updating documentation as needed in Confluence & Microsoft Teams, as it pertains to new processes, troubleshooting, etc.
* Managing new hires & terminations, including badge access, AD account management, user permissions, hardware procurement, etc.
* Providing up to 30% onsite technical support at any/all arenaflex office locations
* Being able to fully deploy a fully configured PC system, including imaging, installing all requisite software, processing updates, installing drivers, procuring all necessary hardware, configuring Windows user profile, etc.
**Essential Qualifications**
* A minimum of 1 year in a customer service type role
* Proficient in Windows 10 with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
* Excellent verbal and written technical communication skills
* Ability to quickly learn new technologies and work collaboratively with other technical groups
* Experience with Active Directory, Databases, VPN connections, or troubleshooting network
**Preferred Qualifications**
* Experience with IT customer service support
* Familiarity with Service Desk ticketing systems
* Knowledge of ITIL (Information Technology Infrastructure Library) framework
* Experience with remote-controlled workstation support services
* Familiarity with Confluence & Microsoft Teams
**About arenaflex**
arenaflex is a leading provider of innovative solutions, dedicated to improving the health of our clients' business and making the lives of the people we work with better. We're passionate about delivering exceptional customer service and are committed to leading with our values of Passion, Courage, Integrity, and Respect in all interactions. As a consistent annual Best Places to Work organization, we're proud to offer a solutions-based organization where the values of passion, integrity, courage, and respect are the driving forces behind all our decision-making.
**Benefits**
As an arenaflex team member, you'll enjoy a range of benefits, including:
* Health Insurance for Our Associates
* Fully Paid Life Insurance
* Fully Paid Short- & Long-Term Disability
* Paid Vacation
* Paid Sick Leave
* Paid Holidays
* Professional Development and Tuition Assistance Program
* 401(k) Program with Employer Match
* Referral Bonuses
* Hybrid & Remote Opportunities
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. We believe in fully developing each one of our Associates and offer a performance-driven atmosphere with competitive pay, world-class training and development classes, resources, and events. Our award-winning culture is designed to help everyone thrive, and we're proud to be a consistent annual Best Places to Work organization.
**Security Requirements**
* U.S. Citizenship or naturalized citizenship is required for this position
* All work on all positions at arenaflex must be completed in the continental United States, Alaska, or Hawaii
**Physical Activity**
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines. The position is sedentary in nature with minimal lifting requirements.
**Working Conditions**
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting, and data keying are required.
**Remote Eligibility**
This position is Ad-hoc remote eligible. Eligibility is determined by Management or Talent Operations.
If you're a motivated and experienced IT customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a solutions-based organization that is committed to delivering exceptional customer service and making a difference in the lives of our clients and their customers.