Experienced Full Stack Customer Support Technician – Remote Support for arenaflex
At arenaflex, we're passionate about delivering world-class solutions for our customers. As a leading provider of innovative products and services, we're committed to excellence in everything we do. Our Business Innovation Division is the largest graphic distributor in the US, and we're seeking a highly skilled and motivated Customer Support Technician – Remote Support to join our team.
About arenaflex
arenaflex is a global leader in the development of innovative products and services. With five operating divisions, we offer a wide range of solutions for consumers and business customers. Our Imaging Division provides one-time-use cameras, digital printing equipment, and instax™, while our Electronic Imaging Division markets digital cameras, lenses, and accessories for content creators. Our Optical Devices Division provides optical lenses for the broadcast, cinematography, videography, and industrial markets. Our Business Innovation Division develops office and commercial print solutions and enables digital transformation, and our Industrial Products Division develops data storage solutions. We're committed to providing a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City. With over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging, we're guided and united by our Group Purpose of “giving our world more smiles.”
Job Summary
As a Customer Support Technician – Remote Support, you'll be responsible for providing technical support advice and consultation to arenaflex clients via phone, on-line or other methods. You'll work closely with our client personnel to resolve technical issues, provide on-site service and installation support as needed, and develop strong business relationships with our clients. You'll also be responsible for completing all required reporting procedures, administrative tasks, and attending training classes to develop necessary knowledge and skills.
Responsibilities
* Provide timely technical support and problem resolution to all customers via phone, on-line or other methods
- Monitor critical accounts and actively participate in support activities to minimize downtime for customers
- Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines
- Analyze and evaluate equipment performance
- Provide on-site service and installation support as needed for training and development purposes
- Provide on-site customer support during periods of high activity
- Provide technical support to other technicians as needed via phone, teams or other remote software tools
- Provide sales assistance for demos and/or customer visits as needed
- Work closely with and develop strong business relationships with our client personnel
- Complete all required reporting procedures related to phone support and/or software support
- Complete all required administrative tasks in an accurate and timely manner
- Account for all time and activity by recording information through the proper tracking system
- Attend training classes and develop necessary knowledge and skills to service BID supported equipment
- Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager
- Perform related duties as assigned by manager
Requirements
* Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
- HS Diploma or GED
- 5 or more years of field service experience with industry-related product lines
- Proficient in 2 or more product line technologies
- Excellent troubleshooting skills to diagnose and resolve complex technical problems
- Experience utilizing KT analytics
- Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
- Strong critical thinking and decision-making
- Demonstrate a full working knowledge of multiple product lines they support including theory of operation as well as the mechanics and/or software related support
- Computer skills with emphasis on operating systems and hardware
- Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications, and outstanding customer service
- Requires a valid state driver's license (Real ID compliant), and passport
- Must be able to travel up to 15%
Desired Skills
* 10+ years' experience servicing equipment for digital press, wide-format, CTP or Print on Demand industries
- Knowledge of Salesforce Service Cloud
- Proficient in 3 or more product line technologies
- Thorough understanding of arenaflex portfolio of equipment
Compensation and Benefits
* $32.00-36.00/hour; depending on experience
- Bonus eligible
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
How to Apply
If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our online application system. We're an equal opportunities employer and welcome applications from diverse candidates.
EEO Information
arenaflex is committed to providing equal opportunities in hiring, promotion, and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.
ADA Information
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).
Apply Now
Apply for the Customer Support Technician – Remote Support position at arenaflex today and take the first step towards a rewarding career with our company. Apply for this job