Are you passionate about helping U.S. Intelligence Community agencies and enterprise customers implement innovative cloud computing solutions and solve complex technical problems? Do you have a knack for understanding application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? If so, we invite you to join arenaflex, a leading technology platform, as an Experienced Full Stack Technical Customer Service Specialist.
At arenaflex, we're committed to empowering our customers to achieve their goals through cutting-edge cloud computing solutions. As a key member of our customer-facing technology team, you'll engage with US Government (USG), and enterprise customers, providing training, support, and analysis. You'll work closely with other members of the arenaflex Enterprise team, including Technical Account managers (TAM's), Sales, and Solution Architects, to ensure the success of our customers.
**A Day in the Life**
As an Experienced Full Stack Technical Customer Service Specialist, you'll be the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues. You'll work with Enterprise customers to understand how they use arenaflex account and billing services, and provide valuable feedback. You'll perform deep dive analysis on USG / Enterprise customer accounts and billing statements, educate customers on reporting options, alerts, and budgets, and provide prompt, efficient, detailed, customer-oriented service to Enterprise customers.
You'll also work with customer support peers around the globe to ensure a consistent and high-quality level of support, drive projects that improve customer interactions with arenaflex account and billing information, and act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement. You'll actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
**Responsibilities**
- Be the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
- Work with Enterprise customers to understand how they use arenaflex account and billing services, and provide valuable feedback
- Perform deep dive analysis on USG / Enterprise customer accounts and billing statements
- Educate customers on reporting options, alerts, and budgets
- Provide prompt, efficient, detailed, customer-oriented service to Enterprise customers
- Work with customer support peers around the globe to ensure a consistent and high-quality level of support
- Drive projects that improve customer interactions with arenaflex account and billing information
- Act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience
- Assist with Enterprise customer communication during arenaflex critical launches and support events
- Assume responsibility for developing detailed knowledge about arenaflex specific product and features
- Work with arenaflex teams to drive resolution of issues for customers
- Ensure internal knowledge reference pages are updated
**Requirements**
- Associate Degree OR A+ or Network+ or Security+
- 1+ year experience in Customer Service and/or Account Management working with high-profile customers
- 1+ year of advanced Excel (pivot tables, vlookup, and other formulas)
- Current, active US Government Security Clearance of TS/SCI with Polygraph
**Preferred Qualifications**
- Experience in leadership and/or account management positions
- A drive to dig into the details of a system or process to solve customer problems
- Proven success in a fast-paced support environment
- Demonstrated success driving cross-functional deliverables
- SQL and/or other relational database experience
- Strong fluency with Web Technologies and the Internet
- Understanding of cloud-based compute and storage concepts
**Why Join arenaflex?**
- arenaflex is the world's most comprehensive and broadly adopted cloud platform
- We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses
- Inclusive Team Culture: Here at arenaflex, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences
- Mentorship & Career Growth: We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional
- Work/Life Balance: We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture
**Compensation and Benefits**
- Our compensation reflects the cost of labor across several US geographic markets
- The base pay for this position ranges from $46,600/year in our lowest geographic market up to $104,200/year in our highest geographic market
- Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience
- Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits
**How to Apply**
If you're passionate about helping customers achieve their goals through innovative cloud computing solutions, we invite you to apply for this exciting opportunity. Please submit your application via our internal or external career site. We look forward to hearing from you!
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