Experienced Customer Support Technician III for Mission-Critical Software Solutions – US Remote Opportunity with arenaflex

Introduction to arenaflex and Our Mission At arenaflex, we are driven by a shared purpose: to help people be their best in the moments that matter. This purpose guides us every day as we strive to solve for safer communities and environments. We believe that people can only be their best when they feel safe and are safe. To achieve this, we are dedicated to building the best possible technologies across every part of our safety and security ecosystem. This includes mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view. By connecting public safety agencies and enterprises, we enable the collaboration that is critical to connecting those in need with those who can help. The work we do at arenaflex matters, and we are committed to making a positive impact. Department Overview: Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) The CMSO-SE organization at arenaflex provides high-quality support experiences for mission-critical customers, enabling them to accomplish their missions. Our Flex VIP Support team is dedicated to providing in-depth investigation and handling of more complex customer issues. As part of this team, you will play a critical role in delivering exceptional support to our customers and ensuring their success. Job Description: Customer Support Technician III The Support team at arenaflex is comprised of a group of talented individuals who support our software and services to the Public Safety market. As a Customer Support Technician III, you will work on all aspects of our software, providing top-notch support to our customers. Your primary goal will be to maintain the highest level of service for all customers, ensuring timely notification of network and maintenance statuses. This position requires flexibility to work all hours as needed, including 24/7 support and participation in an on-call rotation schedule for SLA support. Primary Responsibilities: Manage and work on ticket cases entered by agencies assigned to you, ensuring prompt and effective resolution. Write and modify Knowledgebase Articles for distribution to customers and internal stakeholders, sharing your expertise and contributing to our knowledge sharing culture. Work under minimal supervision to reproduce and confirm product defects, reporting them to Product Development for permanent resolution and collaborating with the team to improve our products and services. Manage the relationship and collaboration with customers and the Flex Support Team, providing exceptional customer service and ensuring customer satisfaction. Maintain required product environments for the entire Technical Support organization, ensuring that our systems and tools are up-to-date and functioning optimally. Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed, demonstrating your commitment to our customers and your flexibility. Occasionally travel to VIP customer sites to represent the Support Organization, building strong relationships with our customers and promoting arenaflex's solutions. Preferred Qualifications and Experience: To be successful in this role, you should have a Bachelor's Degree in Computer Science or equivalent industry experience. A minimum of 1 year of experience working with the Flex Product is preferred, as well as knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory) Validating, troubleshooting, and characterizing reported application issues Web servers Virtualization Software Network Services (DNS, IP, HOSTS, Routing) Prior experience in installing, configuring, and supporting software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing Live Phone support for public safety customers is highly desirable. You should also be skilled in installing and configuring required 3rd party software packages and providing feedback to individual contributors. Essential Skills and Competencies: Excellent problem-solving, troubleshooting, and customer service skills, with the ability to remain calm and courteous under pressure. Analytical, efficient, and thorough approach to work, with a strong attention to detail. Strong customer relation and interpersonal skills, with the ability to navigate tense situations and build strong relationships with customers and colleagues. Ability to work independently with minimal supervision, as well as collaboratively as part of a team. Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders. Career Growth Opportunities and Learning Benefits: At arenaflex, we are committed to the growth and development of our employees. As a Customer Support Technician III, you will have access to a range of training and development opportunities, including: Technical training and certification programs to enhance your skills and knowledge. Leadership development programs to help you advance in your career. Opportunities to work on complex and challenging projects, developing your problem-solving and analytical skills. A collaborative and supportive work environment, with a strong focus on teamwork and knowledge sharing. Work Environment and Company Culture: At arenaflex, we pride ourselves on our positive and inclusive company culture. We believe in fostering a work environment that is collaborative, supportive, and respectful, where everyone feels valued and empowered to contribute. Our employees are our greatest asset, and we are committed to providing a workplace that is engaging, challenging, and rewarding. Compensation, Perks, and Benefits: As a Customer Support Technician III at arenaflex, you will be eligible for a range of benefits, including: Competitive salary and bonus structure. Comprehensive health and wellness benefits, including medical, dental, and vision coverage. Retirement savings plan, including a 401(k) matching program. Generous paid time off and holiday schedule. Opportunities for professional development and growth. Access to a range of perks and discounts, including employee discounts on our products and services. Conclusion: If you are a motivated and talented individual with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Support Technician III, you will play a critical role in our mission to solve for safer communities and environments, and you will be part of a collaborative and supportive team that is dedicated to making a positive impact. Don't miss out on this chance to join our team and contribute to our shared purpose. Apply today and take the first step towards a rewarding and challenging career at arenaflex. Apply for this job