Job Description
At arenaflex, our Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to all arenaflex customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Customer Support representatives are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence.
- *About arenaflex**
arenaflex is a leading provider of innovative home security solutions, empowering individuals to protect their homes and loved ones. Our mission is to deliver exceptional customer experiences, and we're committed to hiring talented individuals who share our passion for customer-centricity. As a Technical Customer Support Representative at arenaflex, you'll be part of a dynamic team that's dedicated to providing top-notch support to our customers.
- *Key Responsibilities**
As a Technical Customer Support Representative at arenaflex, you'll be responsible for:
- Providing prompt, efficient, detailed service by engaging directly with arenaflex's customers
- Serving as a voice and advocate for customers when concerns are surfaced
- Working with customers to understand how they use arenaflex products to resolve their issues and maximize their investments
- Acting as an advocate for customers by reporting and addressing observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions to enhance customer experience
- Assisting with customer communication and troubleshooting during arenaflex product launches
- Working across the customer support spectrum to ensure consistent, high-quality support
- Developing detailed knowledge of specific product lines and features
- Handling various types of customer contact including chat, email, inbound and outbound voice calls
- *A Day in the Life**
As a Technical Customer Support Representative at arenaflex, you'll spend your days assisting customers with their device needs, including device account and billing maintenance, account and device setup, and technical troubleshooting. You'll be responsible for handling voice interactions from our customers and guiding them to the best possible resolution. You'll also work collaboratively with other arenaflex teams to identify, document, and escalate emerging issues.
- *Basic Qualifications**
To be considered for this role, you'll need to meet the following basic qualifications:
- 2+ years of customer service experience
- Experience with Microsoft Office products and applications
- 2+ years of experience in technical support focused primarily on customer success
- 2+ years of experience supporting consumer WiFi/mesh networking platforms (Linksys, D-Link, Google WiFi, ASUS)
- 2+ years of experience working with firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers, services, VPNs, and guest networks
- 1+ year providing technical support for mobile devices and platforms (iOS, Android)
- Excellent verbal and written communication skills
- Ability to work remotely
- Willingness to work a flexible schedule/shift and in various work areas, including weekends, nights, and holidays
- Hours are 24/7; schedules are subject to change based on business needs
- *Preferred Qualifications**
While not required, the following qualifications are highly desirable:
- A drive to dig into the details of systems and processes to solve customer problems
- Ability to document technical customer issues in notes that are easily understood by other users
- Technical curiosity and enthusiasm for learning new technologies and helping customers succeed
- Proven success working in a fast-paced support environment
- Experience using Salesforce CRM
- Experience working with Eero, Ring-compatible devices, and security alarm systems
- *Why Join arenaflex?**
As a Technical Customer Support Representative at arenaflex, you'll enjoy a range of benefits, including:
- Competitive hourly pay rate of $20/hour
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible scheduling and remote work options
- Comprehensive benefits package, including health insurance, 401(k) matching, and paid time off
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance
- *How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We're committed to creating an inclusive and diverse work environment that empowers our employees to deliver the best results for our customers.
- *Accommodations**
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit our website for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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