Remote Customer Support Specialist – Managed Services – Full‑Time, Mon‑Fri 10:30 AM‑7 PM CST – ITIL‑Driven Client Care

About arenaflex

arenaflex is a leading provider of innovative Managed Services solutions that empower healthcare organizations to deliver seamless patient care through cutting‑edge technology. Our portfolio includes robust Electronic Health Record (EHR) platforms, secure cloud infrastructure, and a suite of ITIL‑based support services that keep critical systems running smoothly. At arenaflex, we believe that technology should be an enabler, not a barrier, and our mission is to partner with clients to transform complex IT challenges into opportunities for growth. As a remote‑first employer, we attract top talent from across the nation, fostering a collaborative, inclusive, and high‑performing culture that values continuous learning, integrity, and exceptional customer service.

Position Overview

The Remote Customer Support Specialist will serve as the front line of support for arenaflex’s Managed Services clients, handling inbound interactions from end users, staff, and patients. This role operates within an ITIL framework, ensuring that every request is logged, prioritized, and resolved with professionalism and speed. You will work closely with a dedicated Team Lead and a network of seasoned support engineers to maintain high service‑level agreements (SLAs) while delivering a courteous and knowledgeable experience to every caller.

Key Responsibilities

• Provide first‑level, multi‑channel support (phone, email, chat, voicemail) for a diverse user base, including clinicians, administrative staff, and patients.
• Own the end‑to‑end lifecycle of support tickets: intake, triage, resolution, and closure, ensuring compliance with arenaflex’s standard operating procedures (SOPs).
• Mentor new Customer Support Specialists by delivering onboarding training, sharing best practices, and acting as an escalation point for complex Level‑1 issues.
• Collaborate with the Knowledge Management team to create, update, and refine documentation, FAQs, and troubleshooting guides.
• Conduct regular queue reviews to balance workload, reduce backlog, and maintain adherence to SLA targets.
• Gather and communicate actionable insights from customer interactions to drive continuous improvement of processes and product features.
• Participate in the development and refinement of SOPs, work instructions, and support scripts to enhance efficiency and consistency.
• Maintain a high level of technical proficiency with Microsoft Office suite, EHR software, and remote support tools.
• Demonstrate exceptional attendance and punctuality, contributing to a reliable and dependable support team.
• Perform other duties as assigned, supporting the broader goals of arenaflex’s Managed Services practice.

Essential Qualifications

• High school diploma or equivalent; additional certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.
• Minimum of 2 years’ experience in a customer‑service or call‑center environment, preferably within healthcare or technology sectors.
• Proven ability to communicate clearly and professionally via phone, email, and chat, with strong written and verbal skills.
• Technical writing experience, including the creation of clear, concise support documentation.
• Demonstrated problem‑solving aptitude, with a collaborative, team‑oriented mindset.
• Excellent organizational and time‑management skills, with the ability to prioritize multiple tasks in a fast‑paced environment.
• Experience troubleshooting Microsoft Office applications and basic network connectivity issues.
• Ability to type at least 25 words per minute with a high degree of accuracy.
• Ethical judgment and critical‑thinking capabilities, ensuring confidentiality and compliance with healthcare regulations.
• Physical ability to sit for extended periods and lift up to 15 pounds when necessary.

Preferred Qualifications & Additional Skills

• Familiarity with Electronic Health Record (EHR) platforms such as Epic, Cerner, or athenahealth.
• Experience working within an ITIL framework, including incident, problem, and request fulfillment processes.
• Certification in customer‑service excellence (e.g., HDI Support Center Analyst).
• Exposure to remote desktop tools, ticketing systems (e.g., ServiceNow, Zendesk), and knowledge‑base platforms.
• Ability to mentor peers and lead small training sessions or workshops.
• Demonstrated commitment to continuous learning, with a track record of pursuing professional development opportunities.

Core Competencies

• Communication: Articulate complex technical concepts in plain language for non‑technical users.
• Empathy: Understand the pressures faced by healthcare professionals and respond with patience and compassion.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly and new technologies emerge.
• Accountability: Take ownership of tickets from start to finish, ensuring resolutions meet or exceed expectations.
• Collaboration: Work seamlessly with cross‑functional teams, including engineering, product, and quality assurance.
• Analytical Thinking: Identify patterns in support requests and propose proactive solutions.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Specialist, you will have access to:

• Structured onboarding and ongoing mentorship programs.
• Paid certifications (ITIL, CompTIA, HDI) and tuition reimbursement for relevant coursework.
• Regular internal webinars on emerging healthcare technologies, cybersecurity, and best‑practice support methodologies.
• Clear career pathways to senior support roles, technical specialist positions, or transition into product management, training, or quality assurance.
• Opportunities to participate in cross‑departmental projects, giving you exposure to the broader business strategy of arenaflex.

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. Key aspects of our environment include:

• Flexibility: While core hours are Monday‑Friday 10:30 AM‑7 PM CST, you can structure your day to accommodate personal commitments, provided you meet SLA expectations.
• Inclusivity: arenaflex celebrates diversity and fosters an inclusive workplace where every voice is heard.
• Collaboration: Virtual team huddles, weekly knowledge‑sharing sessions, and an open‑door policy with leadership encourage transparent communication.
• Well‑being: Access to mental‑health resources, ergonomic assessments for home offices, and a stipend for remote‑work equipment.
• Recognition: Quarterly awards, peer‑nominated accolades, and performance‑based bonuses recognize outstanding contributions.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, aligned with industry standards for remote support roles.
• Performance‑based incentive bonuses tied to SLA adherence and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Professional development budget for certifications, conferences, and online courses.
• Home‑office stipend to equip your workspace with ergonomic furniture and technology.
• Employee assistance program (EAP) for counseling, legal, and financial guidance.

How to Apply

If you are passionate about delivering top‑tier support to healthcare professionals, thrive in a remote environment, and are eager to grow within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter outlining why you are the ideal fit for arenaflex’s Customer Support team.

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Equal Opportunity Employer

arenaflex is committed to creating a diverse workforce and an inclusive environment for all employees. We provide equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. All employment decisions are based on qualifications, merit, and business needs.

Join arenaflex Today

Become part of a dynamic team that is reshaping the future of healthcare technology. Your expertise, empathy, and enthusiasm will directly impact the quality of care delivered to patients across the nation. Apply now and start a rewarding career with arenaflex!