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.
- *Hourly Pay Rate:** $20/hour
- *Key Job Responsibilities:**
- Provide prompt, efficient, detailed service by engaging directly with arenaflex's customers
- Serve as a voice and advocate for customers when concerns are surfaced
- Work with customers to understand how they use arenaflex products to resolve their issues and maximize their investments
- Act as an advocate for customers by reporting and addressing observed areas for improvement
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience
- Assist with customer communication and troubleshooting during arenaflex product launches
- Work across the customer support spectrum to ensure consistent, high-quality support
- Develop detailed knowledge of specific product lines and features
- Handle 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 will support customers with device account and billing maintenance, account and device setup, and technical troubleshooting daily to ensure their devices are operating as expected and customer accounts are in order. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other arenaflex teams to identify, document, and escalate emerging issues.
- *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:**
- 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?**
At arenaflex, we value our employees and strive to create a work environment that is inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer flexible scheduling options to ensure that our employees can meet their personal and professional needs. We also provide opportunities for professional growth and development, including training and education programs, mentorship, and career advancement opportunities.
- *Compensation and Benefits:**
arenaflex offers a competitive hourly pay rate of $20/hour, as well as a range of benefits and perks, including:
- Comprehensive health insurance
- 401(k) matching program
- Paid time off and holidays
- Flexible scheduling options
- Professional development opportunities
- Access to cutting-edge technology and tools
- Collaborative and supportive work environment
- *How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
- *Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide opportunities for professional growth and development for all.
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