Experienced Customer Support Technician III – Hybrid Remote Work Opportunity

At arenaflex, we're dedicated to helping people be their best in the moments that matter. Our mission is to solve for safer by building innovative technologies across every part of our safety and security ecosystem. We're seeking an experienced Customer Support Technician III to join our team, working remotely with occasional time spent in our office. This role offers a competitive salary, a dynamic work environment, and opportunities for growth and development.

About arenaflex

arenaflex is a leading provider of 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. We connect public safety agencies and enterprises, enabling collaboration that's critical to connect those in need with those who can help. Our work matters, and we're committed to making a positive impact in the world.

Department Overview

The Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization provides high-quality support experiences for mission-critical customers, enabling them to accomplish their mission. The CMSO-SE organization's Flex VIP Support team provides in-depth investigation and handling of more complex customer issues.

Job Description

As a Customer Support Technician III, you will be part of a team that supports arenaflex software and services to the Public Safety market. You will work on all aspects of our software, striving to maintain the highest level of service for all customers. Your responsibilities will include:

• Managing and working on tickets cases entered by agencies assigned
• Writing and modifying Knowledgebase Articles for distribution
• Working under minimal supervision, reproducing/confirming product defects, and reporting such defects to Product Development for permanent resolution
• Managing relationships and collaboration with customers and Flex Support Team
• Maintaining required product environments for the entire Technical Support organization
• Providing after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally traveling to VIP customer sites to represent the Support Organization

Primary Responsibilities:

* Manage and work tickets cases entered by agencies assigned

• Write and modify Knowledgebase Articles for distribution
• Working under minimal supervision, be responsible for reproducing / confirming product defects and reporting such defects to Product Development for permanent resolution
• Manage the relationship and collaboration with customers and Flex Support Team
• Maintaining required product environments for the entire Technical Support organization
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally travel to VIP customer sites to represent Support Organization

Preferred Qualifications and Experience:

* Bachelor's Degree in Computer Science or equivalent industry experience

• Minimum of 1 year working with the Flex Product
• 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 arenaflex software + Answering customer questions on application usage and administration + Creating and updating technical documentation + Logging information into internal case tracking systems + Providing Live Phone support for public safety customers + Installing and configuring required 3rd party software packages + Providing feedback to individual contributors

• Excellent problem-solving, troubleshooting, and customer service skills
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations
• Possesses strong customer relation and interpersonal skills

Why Join arenaflex?

* Competitive salary and benefits package

• Hybrid remote work model with occasional time spent in our office
• Opportunities for growth and development in a dynamic and innovative company
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technologies and training programs
• Flexible work arrangements to balance work and personal life

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.

How to Apply

If you have the skills and passion we're looking for, please submit your application today. We can't wait to hear from you! Apply To This Job Apply for this job