**Experienced Technical Help Desk Specialist – Customer Experience (100% Remote)**

Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our team at arenaflex as a Technical Help Desk Specialist, where you'll play a critical role in providing top-notch support to our senior customers. At arenaflex, we're dedicated to improving the lives of seniors and their caregivers through innovative communication solutions. Our mission is to empower individuals with hearing loss to regain their connection to the world, and we're committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. As a Technical Help Desk Specialist, you'll be part of a talented team that's passionate about delivering exceptional customer experiences. You'll work closely with our customers, colleagues, and stakeholders to resolve complex technical issues, provide training and support, and drive continuous improvement. If you're a versatile, innovative, and customer-focused individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We're committed to maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. **Key Responsibilities** As a Technical Help Desk Specialist, you'll be responsible for: * Handling customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teams. * Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands. * Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support. * Providing basic user training in support of off-the-shelf applications and office products. * Performing remote system repair using remote tools (cobrowse). * Maintaining and updating records and tracking databases. * Collaborating with Tier III team members and departmental leadership to resolve emergent customer-impacting issues. * Using best practices and knowledge of internal or external business issues to improve products or services. * Meeting departmental performance KPIs, goals, objectives, and responsibilities. * Escalating, monitoring, tracking, and reporting on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation. * Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes. * Establishing and maintaining effective relationships with customers and appropriate follow-up. * Demonstrating knowledge and application of company policies and procedures while applying sound judgment within scope of support. * Conducting product testing related to new and existing product categories. * Managing customer contacts within Salesforce CRM; adhering to standard operating procedures for data capture. **Essential Qualifications** To be successful in this role, you'll need: * An Associate degree in Networking and Systems Administration or equivalent work experience. * Must have worked for a communication company that supported an internet-based product. * Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP. * Strong working knowledge of OS(s) including Windows. * 3-5 years of experience with help desk in a professional environment. * Experience utilizing network monitoring platforms or custom tools. * Willingness to work flexible schedules including weekends. * Requires strong problem-solving, time management, flexibility, and communication skills. * Must have the ability to multi-task, organize, and document many tasks at one time. * Excellent verbal and written communication skills, presentation, and problem-solving skills. * Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes. * Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. * Experience in professional and business writing. * Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms). **Preferred Qualifications** While not required, the following qualifications would be an asset: * Experience working with seniors or individuals with hearing loss. * Knowledge of ITIL-based processes and methodologies. * Certification in help desk or technical support (e.g., CompTIA A+ or HDI). * Experience with remote system repair and troubleshooting. * Familiarity with Salesforce CRM and other customer relationship management tools. **Work Environment and Culture** As a 100% remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a collaborative, inclusive, and supportive work environment. We believe in the importance of work-life balance and offer a range of benefits and perks to support your well-being. **Compensation and Benefits** arenaflex offers a competitive compensation package, including: * $26.00 to $30.00/hour prospectively with consideration to experience and geographical location. * A range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off. * Opportunities for professional growth and development, including training and education programs. * A collaborative, inclusive, and supportive work environment. **How to Apply** If you're a motivated, customer-focused individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apply for this job