At arenaflex, our Technical Customer Support (CS) representatives deliver timely, accurate, and professional technical support to all arenaflex customers. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Customer Support representatives are technically savvy problem solvers with a focus on customer account security. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.
**Job Summary**
arenaflex is seeking an experienced Technical Customer Support Representative to join our team. As a Technical Customer Support Representative, you will be responsible for providing prompt, efficient, and detailed service to arenaflex customers. You will be the voice and advocate for our customers, working with them to understand how they use arenaflex products to resolve their issues and maximize their investments. You will also be responsible for reporting and acting on observed areas for improvement, actively seeking solutions to customer needs, and communicating trends to leadership.
**Key Responsibilities**
* Providing prompt, efficient, detailed service by engaging directly with arenaflex's customers
* Being a voice and advocate for our customers when something doesn't feel right
* Working with customers to understand how they use arenaflex products to resolve their issues and maximize their investments
* Acting as an advocate for our customers by reporting and acting on observed areas for improvement
* Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
* Assisting with customer communication and troubleshooting during arenaflex product launches
* Working across the customer support spectrum to ensure a consistent and highest-quality level of support
* Developing detailed knowledge about specific product lines and features
* Handling various contact types, including chat, email, inbound and outbound voice calls with our customers
**A Day in the Life**
As a Technical Customer Support Representative at arenaflex, you will be assisting customers with their device needs. You will be supporting customers with device set-up and technical troubleshooting every day to ensure their devices are operating as expected. 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.
**About the Team**
The Technical Support team is a part of the Community Support organization responsible for assisting customers with their device needs. With a focus on issue resolution, the team assists customers with device set-up and technical troubleshooting while also collaborating with the broader organization to raise awareness on trending device issues.
**Work Environment and Culture**
arenaflex is a remote-friendly company, and this role can be performed from one of our virtual locations. We are open to hiring candidates to work out of one of the following locations:
* Virtual Location – AZ
* Virtual Location – FL
* Virtual Location – GA
* Virtual Location – NC
* Virtual Location – PA
* Virtual Location – SC
* Virtual Location – TX
**Basic Qualifications**
* 2+ years of customer service experience
* Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
* Experience with Microsoft Office products and applications
* 2+ years of experience in technical support that is focused first and foremost in customer success
* 2+ years of experience supporting consumer WiFi / Mesh networking platforms (Linksys, D-link, Google WiFi, ASUS)
* 2+ years working with Firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers and services
* 1+ years providing technical support for mobile devices and platforms (iOS, Android)
* Ability to work remotely
* Excellent verbal and written communications skills
* Hours are Sunday-Wednesday 12:00PM -10:30PM ET or Tuesday-Saturday 4:00PM-12:30AM ET
**Preferred Qualifications**
* A drive to dig into the details of a system or process to solve customer problems
* Ability to document technical customer issues into notes that are consumable by other users
* Technical curiosity and excitement to learn new technologies and help customers succeed
* Proven success in a fast-paced support environment
* Experience using SalesForce CRM
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our employees. We offer a range of training and development programs to help you build your skills and advance your career. As a Technical Customer Support Representative, you will have the opportunity to work with a variety of customers and products, and to develop your technical skills and knowledge.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.
**How to Apply**
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this position. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert link].
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