Job Description
At arenaflex, we're on a mission to revolutionize the way businesses operate by providing cutting-edge automation solutions for financial services. As a leading provider of offshore talent, we're committed to supporting our global clients with premium resourcing and productivity solutions. We're now seeking an experienced Customer Support Technician to join our team and provide top-notch support to our customers during our night shift hours. **About arenaflex** arenaflex is a leading provider of offshore talent for organisations in Australia, New Zealand, the US, Canada, and the UK. For over a decade, we've been supporting our global clients with premium resourcing and productivity solutions. Our vibrant, modern work environments achieve high levels of employee engagement: happy, healthy, committed people who love what they do. arenaflex Team HQ is located at Mega Tower, EDSA in the heart of Manila, Philippines. Our Client Support HQ is based in Melbourne, Australia. **Why Join arenaflex?** Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We'll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development. **Key Responsibilities:** As a Customer Support Technician, you will be responsible for delivering excellent customer service and support to end-users by identifying problems, researching answers, guiding customers through corrective steps via email, phone, or live web session. You will interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. You will also follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs. **Key Responsibilities (continued):** * Gather customer's information, logs, error messages, and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms. Provide a clearly understood solution to the customer. * Research required information using available resources and document history of issues in logical steps. * Maintain proper, informative case documentation for ongoing knowledge base, training, tracking, and resolution to inquiries. * Collaborate with Solution Consultants, Training Team, and other internal teams to build a cohesive culture of knowledge share. * Follow standard processes and procedures, and adhere to Case Management Policies as set forth by the Manager of Customer Support. * Stay current with system information, software changes, and updates. * Potential Future Work: Overtime Work - Work after hours, weekends, and holidays on an on-call rotation. * Other duties as assigned. **Competencies:** * Excellent, passionate, and proactive customer service skills through phone, email, chat, and salesforce. * Customer Service/Relationship building. * Proficient in working with Cases in Salesforce ticketing system. * Proficient problem-solving skills. * Proficient in PC and network technologies: Operating System, System Permissions, Log Files. * Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium). * Prefer knowledge of SMA Technologies's product – VisualCron - administration and troubleshooting skills. **Requirements:** * Education: At least an Associate Degree graduate. Preferred: Bachelor's Degree in Computer Information Systems or related field. * Experience: Minimum 3 years of experience as a support technician supporting Applications and Network Systems. Preferred: 4 years of experience as a support technician supporting multiple environments. * Certifications: Plus to have: CompTIA A+ Certification. **Benefits and Perks:** * WFH * Medical, Dental Coverage, and Life insurance from day 1 of employment * Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) * Competitive salary package and annual appraisal * Financial Assistance Program * Mandatory Government Benefits and 13th Month Pay * Regular Company Events, Work Life Balance, and Career growth opportunities **How to Apply:** If you're passionate about delivering exceptional customer service and support, we'd love to hear from you! Please submit your application to [[email protected]](mailto:[email protected]). We can't wait to welcome you to our team! **Equal Employment Statement:** Employment decisions at arenaflex will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. arenaflex ensures the full confidentiality of the data it processes. Apply for this job