Experienced Customer Support Associate Analyst – arenaflex Customer Service and Technical Troubleshooting Expert

Introduction to arenaflex Imagine a career where you can explore a world of possibilities, both at work and during your downtime. Join the arenaflex family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and propelling your career while having a great time. Take the leap and advance both your personal and professional life with arenaflex. Why You'll Love This Job This role is a member of the Information Technology Group within the Information Technology Division, specializing in arenaflex Customer Support. As a Customer Support Associate Analyst, you will be responsible for providing first-level issue troubleshooting via the phone for all hardware and software supported by arenaflex's systems. You will be the primary point of contact for customers, ensuring that their issues are resolved efficiently and effectively. Key Responsibilities Provides goal-oriented solutions to issues that can be resolved via phone, and when necessary, refers more complex issues to a certified support specialist. Offers first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments. Conducts issue determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more. May collaborate with internal and external support teams and third-party vendors to identify and address core issues. Simulates or reproduces customer issues to determine operational troubles. Maintains daily awareness of outages and issues system-wide. Escalates incidents to escalation teams to ensure customer resolution. Provides timely communication (verbal or written) to Level 2 support or other management personnel, as needed. Expeditiously consults Level 2 support or other management personnel regarding quality issues to determine effectiveness or policy. Stays at work longer than required as needed and when approved. Maintains confidentiality regarding employee, company, and customer data. Demonstrates commitment to and compliance with all company and departmental policies, procedures, and practices. Essential Qualifications To be successful in this role, you will need: Bachelor's degree or equivalent experience. Technical degree or equivalent experience. 2+ years of Help Desk or customer support experience. 2+ years of troubleshooting experience with service desk environments. Knowledge and/or experience with internal server/mainframe applications, such as Offers, QIK, IBM/TSO/TPX, and Staff. Preferred Qualifications While not required, the following qualifications are preferred: Apple certification (Apple Genius). A+ Certification. Skills, Licenses, and Certifications To excel in this role, you will need: Strong interpersonal, written, and verbal communication skills. Ability to multitask in a fast-paced environment. Strong problem-solving and analytical skills. What You'll Get At arenaflex, we offer a comprehensive benefits package, including: Medical benefits: Access to health, dental, prescription, and vision benefits from day one. Wellness programs: Tools, resources, and support to help you be your best self. 401(k) program: Available upon enrollment, with company contributions available after one year. Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Be Yourself at arenaflex At arenaflex, we believe in creating an inclusive workplace where everyone can thrive. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and investors, helping employees reach their full potential and fostering a diverse and inclusive workplace. Conclusion Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world moving forward? Join arenaflex and be part of a team that cares for people on life's journey. Apply now and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job