At arenaflex, we're dedicated to delivering exceptional customer experiences and driving business growth through innovative remote services. As a key member of our team, the Remote Service Advocate will play a pivotal role in advancing remote services in the North American market, ensuring sustained connectivity in targeted IS systems, and connecting 10,000 PD/IGT upgrades and new installations to the HealthSuite Remote Service Enablement (HS RSE) platform.
**Job Summary:**
We're seeking a highly motivated and experienced Remote Service Advocate to join our team. As a Remote Service Advocate, you will be responsible for improving customer satisfaction and business performance by advancing remote services in the North American market. You will assume ownership of connectivity-related events from initiation to completion, ensuring efficient connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc. You will also resolve basic network and technical application issues, track and analyze the top reasons for connectivity loss, and improve and monitor connectivity performance across North America.
**Key Responsibilities:**
* Assume ownership of connectivity-related events from initiation to completion, ensuring timely and efficient resolution of issues.
* Ensure efficient connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc., and resolve basic network and technical application issues.
* Track and analyze the top reasons for connectivity loss, identifying areas for improvement and implementing corrective actions.
* Improve and monitor connectivity performance across North America, collaborating with IT, Field Service Representatives, and other stakeholders to facilitate upgrades to medical device system connectivity.
* Coordinate with Remote Service Engineers, BIU Serviceability Design, and other teams to ensure seamless communication and collaboration.
* Serve as the main point of contact between local service teams, customer IT, and other groups involved in the arenaflex Remote Services escalation process.
* Escalate unsolved problems to helpdesk organizations when necessary, ensuring timely and effective resolution of complex issues.
* Report progress and issues to the project manager and leadership, providing regular updates and insights on connectivity performance.
* Implement best practices and process improvements in connectivity-related projects, driving efficiency and effectiveness across the team.
* Must be proactive and comfortable coordinating across various teams, including IT, Field Service Representatives, and others involved in system upgrades.
* Support network infrastructure improvement initiatives, driving remote connectivity performance improvement programs within the market.
* Act as an ambassador of the arenaflex brand, adhering to arenaflex behaviors and contributing to improving customer satisfaction and brand perception.
**Qualifications & Skills:**
* 3-5 years of helpdesk/support experience preferred, with a strong understanding of networking concepts (CCNA level preferred).
* Experience in customer service or customer relations, with excellent communication and relationship management skills.
* Self-motivated, self-directed, and able to work with minimal instruction, with strong analytical and problem-solving abilities.
* Structured administrative skills with the ability to handle multiple tasks simultaneously, prioritizing tasks and managing time effectively.
* Strong prioritization, time management, and organizational skills, with the ability to collaborate and coordinate cross-functionally.
* Proficient in Microsoft Excel and able to work with large amounts of data, with a strong understanding of data analysis and reporting.
* Excellent communication and relationship management skills, including the ability to work across different cultures and languages.
* Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and business growth.
**What We Offer:**
* Competitive salary and benefits package.
* Opportunity to work with a leading company in the remote services industry.
* Collaborative and dynamic work environment, with a focus on innovation and customer satisfaction.
* Professional development and growth opportunities, with a commitment to employee learning and development.
* Flexible work arrangements, including remote work options.
* Recognition and rewards for outstanding performance and contributions to the team.
**How to Apply:**
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**About arenaflex:**
arenaflex is a leading company in the remote services industry, dedicated to delivering exceptional customer experiences and driving business growth through innovative remote services. We're committed to innovation, customer satisfaction, and employee learning and development, and we're excited to welcome talented professionals like you to our team.