Job Description
At arenaflex, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. As an Experienced Customer Technology Support Specialist, you will play a vital role in ensuring a positive customer experience throughout the lifecycle of our proprietary shipping platform and real-time tracking technology. **Job Summary:** The Experienced Customer Technology Support Specialist, under the direction of the Operations Manager, ensures a positive customer experience throughout the lifecycle of the proprietary shipping platform and real-time tracking technology. This role involves collaborating with senior leadership to develop strategic initiatives that enhance customer interactions, working with a cross-functional team to resolve issues promptly, and providing software support to diagnose and resolve technical problems. The specialist is also responsible for maintenance, billing activities, and management of system tools and databases, while contributing to cross-functional projects aimed at improving organizational effectiveness through real-time tracking technology and continuous improvement processes. **Primary Duties and Responsibilities:** * **Cross-Functional Collaboration for Customer Experience:** * Work closely with the Real-Time Tracking Analyst and the Systems and Support Analyst to ensure the best possible customer experience for users of our Real-Time Tracking technology and proprietary shipping platform * Collaborate with the sales team, customer success, solutions, and other departments to enhance organizational effectiveness and overall customer experience * Champion opportunities for continuous improvement in the customer experience, both internally and externally * **Process Improvement:** * Identify and propose process improvements for Real-Time Tracking and proprietary shipping platform based on observed patterns or feedback to enhance overall efficiency * Review and evolve processes for tracking, overseeing, and organizing customer interactions throughout their lifecycle * Contribute to organizational growth by ensuring processes are followed and customer issues are resolved in a timely manner * **Metrics and Reporting:** * Create, analyze, and report on key performance indicators for Real-Time Tracking and proprietary shipping platform * Provide regular feedback, insights, and action plans for areas of improvement, aiming for 93% or higher on-time shipment delivery * **Technical Assistance:** * Provide technical assistance by troubleshooting complex questions and supporting users with system interactions for Real-Time Tracking and proprietary shipping platform * **Issue Resolution:** * Accurately assess and resolve issues related to system functionality and user access * **Ticket Management:** * Create and track ABF tickets to ensure security, integrity, and compliance of systems * Provide timely updates to customer on status of open ticket * **Project Management:** * Prepare detailed project timelines and monitor the project team's efforts to ensure key milestones are achieved on time * **Healthcare Workflow Understanding:** * Understand healthcare organization workflow processes to ensure system content remains accurate and current; conduct internal and external training * **Software Changes:** * Participate in programming and testing of software changes, coordinating the development of supporting documentation and user training * **Consultation:** * Work with product management and commercial teams to translate customer and business requirements into technical and procedural designs for new or revised applications * **API Management:** * Collaborate hands-on in managing APIs that integrate pharmacy systems to ensure proper data exchange and functionality * **Efficiency Analysis:** * Analyze processes and make recommendations for improvements, assisting in creating targeted solutions to address identified deficiencies * **Change Management:** * Coordinate effective implementation and support of Change Management; partner with the sales team for client onboarding, implementation, and launch * **Accounting Coordination:** * Work with the accounting department and business unit managers to provide timely and accurate invoices and onboarding information to customers * **Policy Compliance:** * Follow arenaflex policies and procedures, ensuring compliance with HIPAA and safeguarding protected health information (PHI) * **Special Projects:** * Assist with special projects as requested by management * **Backlog Management:** * Manage the backlog of open items to ensure they are processed or escalated to the appropriate team for resolution **Required Skills and Qualifications:** * Strong technical troubleshooting skills and experience in providing user support * Excellent communication and interpersonal skills to interact with internal and external customers * Ability to analyze processes and recommend improvements * Familiarity with healthcare organization workflows and software systems * Experience in project management and coordinating cross-functional teams * Knowledge of HIPAA regulations and data security best practices is a plus **What arenaflex Offers:** We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. **Salary Range:** $42,600 - $60,940 **Equal Employment Opportunity:** arenaflex is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. **How to Apply:** If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. Apply for this job