Remote Part‑Time Customer Support Specialist – arenaflex Chat & Ticket Management (No Prior Experience Required)

Why Join arenaflex?

At arenaflex, we’re redefining how people access essential healthcare services through innovative digital platforms. As a leader in the health‑tech space, we blend cutting‑edge technology with deep industry expertise to empower patients, providers, and insurers alike. Our mission is simple yet ambitious: make health information seamless, secure, and instantly available for every user. Joining arenaflex means becoming part of a fast‑growing, purpose‑driven team that values collaboration, continuous learning, and a genuine commitment to making a positive impact on millions of lives.

Position Overview – Remote Part‑Time Customer Support Specialist

We are seeking enthusiastic, detail‑oriented individuals to provide top‑tier online support for our arenaflex chat platform. This is a contract role (temp backfill) that will run until January 24th. Though no prior experience in a similar role is required, candidates with at least one year of client‑facing support experience, a basic understanding of healthcare terminology, and strong multitasking abilities will thrive.

Key Details at a Glance

• Employment Type: Part‑time, contract (temporary backfill)
• Location: Fully remote – must be available to work Eastern Standard Time (9 AM – 5 PM EST)
• Compensation: $20 – $24 per hour (exact rate based on skills, experience, and education)
• Benefits: Medical, dental, vision, HSA/FSA/DCFSA options, 401(k) with employer match, paid sick leave and PTO (effective after 31 days)
• Contract End Date: January 24th (with potential for extension based on business needs)

Day‑to‑Day Responsibilities

As a Customer Support Specialist, you will be the frontline guardian of our users’ experience, handling a blend of email, ticket, and occasional phone interactions. Your daily tasks will include:

• Support Ticket Triage: Review incoming support tickets in Zoho Desk, capture essential details, request supplemental information from requestors, link tickets to existing issues, and assign to the appropriate internal team.
• Account Access Updates: Process revisions to the Lens Account Access Authorization Form (LAAAF) – updating permissions, removing users, managing Broker of Record (BOR) changes, and ensuring compliance with internal policies.
• New User Onboarding: Send welcome outreach communications, attach training materials, and provide clear registration instructions to newly added users.
• Email & Phone Communication: Deliver 98% of all interactions via email while also picking up phone calls as needed to resolve urgent client inquiries.
• Zoho Desk Monitoring: Track open tickets to verify adherence to Service Level Agreements (SLAs), follow up with internal teams for timely resolution, and proactively address tickets at risk of breaching SLA thresholds.
• Upsell Additions Management: Update user access when upsell events occur (e.g., HPT, Quantros, GIC), notify external stakeholders, and ensure documentation reflects the newest configuration.
• Project Manager Hand‑Off Calls: Participate in PM hand‑off meetings for new go‑live events, absorb organization‑specific details, and follow up with clients by sharing training resources and registration steps.
• Documentation & Knowledge Base Contributions: Capture recurring issues and solutions, enrich the internal knowledge base, and suggest process improvements based on frontline observations.

Essential Qualifications (Must‑Haves)

• Minimum 1 year of client‑facing customer support experience, preferably in a technology‑enabled environment.
• Proficiency with Microsoft Office suite – especially Excel – for data entry, reporting, and basic analysis.
• Familiarity with healthcare terminology, insurance concepts, or related industry language.
• Excellent written and verbal communication skills; ability to convey complex information clearly and courteously.
• Demonstrated ability to multitask, prioritize, and manage time effectively while maintaining high accuracy.

Preferred Qualifications (Nice‑to‑Have)

• Bachelor’s degree in Business, Health Administration, Information Systems, or a related field.
• Hands‑on experience with Zoho Desk or other help‑desk ticketing platforms.
• Exposure to SaaS product support, especially within the health‑tech sector.
• Experience writing or editing user‑facing documentation, training guides, or FAQs.
• Basic understanding of data privacy regulations such as HIPAA, GDPR, or CCPA.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering delightful experiences that exceed client expectations.
• Analytical Thinking: Ability to dissect issues, spot patterns, and recommend actionable solutions.
• Technical Agility: Comfortable navigating web‑based tools, CRM systems, and internal portals with minimal supervision.
• Team Collaboration: Strong partnership skills with cross‑functional teams including Product, Engineering, and Project Management.
• Adaptability: Thrive in a fast‑pacing, remote environment where priorities may shift quickly.

Career Growth & Learning Opportunities at arenaflex

Although this role is contract‑based, arenaflex is committed to the professional development of every team member. Successful specialists can look forward to:

• Access to arenaflex Academy – a suite of online courses covering advanced support techniques, health‑tech compliance, and leadership fundamentals.
• Mentorship from senior support managers and product owners who will guide you toward higher‑impact responsibilities.
• Potential transition to a full‑time, permanent role within arenaflex’s expanding Customer Success organization.
• Opportunities to participate in cross‑departmental projects, such as beta testing new product features or contributing to UX improvements.

Work Environment & Culture

Life at arenaflex is built around flexibility, trust, and a shared sense of purpose. As a fully remote employee, you will enjoy:

• Flexibility: Work from any location within the United States while adhering to EST business hours.
• Inclusive Community: Regular virtual coffee chats, team‑building events, and diversity & inclusion initiatives that celebrate a broad range of perspectives.
• Transparency: Open communication channels with leadership, quarterly town‑halls, and clear visibility into company goals and performance.
• Wellness Focus: Access to mental‑health resources, virtual fitness classes, and a supportive environment that values work‑life balance.

Compensation, Perks & Benefits

Our total rewards package is designed to be competitive and comprehensive:

• Hourly pay ranging from $20 – $24, calibrated to your experience and skill set.
• Medical, dental, and vision insurance plans with generous employer contributions.
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA options.
• 401(k) retirement plan with employer matching contributions.
• Paid sick leave and accrued PTO beginning on day 31 of employment, consistent with applicable law.
• Employee assistance programs, wellness stipends, and periodic “virtual happy hour” gatherings.

How to Apply

If you are excited to join a forward‑thinking health‑tech company and provide exceptional support to a diverse client base, we want to hear from you. Click the link below to submit your application, attach your resume, and tell us why you’re the perfect fit for the arenaflex team.

Apply Now – Start Your Journey with arenaflex!

Final Thoughts

At arenaflex, every interaction matters. By becoming a Remote Part‑Time Customer Support Specialist, you will directly influence the satisfaction and success of our users, help streamline critical health‑care workflows, and grow your career in a dynamic, supportive environment. Don’t miss this chance to make a tangible difference while enjoying the flexibility of remote work. Apply today and help us shape the future of digital health!