At arenaflex, we're revolutionizing the way people connect with each other and access information. Our innovative satellite constellation, Starlink, is poised to deliver low-latency broadband internet worldwide, bridging the digital divide and empowering communities around the globe. As a key member of the arenaflex Starlink Customer Support team, you'll be at the forefront of this exciting journey, ensuring that our customers have an exceptional experience with our cutting-edge technology.
**About arenaflex**
arenaflex is a pioneering company that's pushing the boundaries of space technology and exploration. Founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not, arenaflex is actively developing the technologies to make this possible. With a strong focus on innovation, collaboration, and customer satisfaction, we're creating a new era of space exploration and development.
**Job Summary**
As an Experienced Full Stack Customer Support Associate, you'll be the face of arenaflex Starlink to our customers, providing exceptional support and ensuring that their experience is seamless and satisfying. You'll be part of a dynamic team that's passionate about delivering outstanding customer service, and you'll have the opportunity to make a real impact on our customers' lives.
**Responsibilities**
* Triage and resolve customer issues across multiple channels (digital, voice, etc.), being a relentless internal advocate for the customer within arenaflex
* Provide technical support to customers using hardware, software, and network expertise
* Surface product, process, and training issues by pairing quantitative and qualitative methods, being the voice of the customer in the language of the business
* Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
* Create and maintain an internal knowledge base and help center collateral
* Work closely with the Customer Support team to identify trends, analyze data, and design simple, effective support interventions that improve our customers' experience
**Essential Qualifications**
* High school diploma or equivalency certificate
* 1+ years of experience in a front-line customer support role
* Fluent in English and Dutch
* Strong problem-solving and sleuthing skills, with the ability to go beyond just the apparent and available answer
* Excellent written and verbal communication skills, with the ability to distill complex concepts into simple explanations
* Strong attention to detail and time management skills, with a focus on delivering high-quality results
* Ability to work in a fast-paced environment, with a willingness to adapt to changing priorities and deadlines
**Preferred Skills and Experience**
* Excellent empathy, active listening, and resiliency skills, with the ability to internalize customer concerns and solve them in a positive and constructive manner
* Experience in a training, learning and development, analytics, service design, vendor management, or content management role
* Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
* Technical aptitude, with experience in networking, hardware troubleshooting, software development, or other related fields
* Ability to work flexible hours, including weekends and nights, to support our growth and customer needs
**Additional Requirements**
* Must be available to work scheduled shifts, including holidays
* Must be available to work overtime hours and/or weekends as needed
* This is not a remote position and will require relocation if not already local to the Hawthorne, CA area
* After 1 week of classroom training, must be available to work 10 hours a day on one of the following shifts:
+ Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
+ Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
+ Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
**Compensation and Benefits**
* Pay range: $24.00/hour (Level 1), $25.00/hour (Level 2), $27.00/hour (Level 3)
* Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience
* Comprehensive medical, vision, and dental coverage
* Access to a 401(k) retirement plan
* Short and long-term disability insurance
* Life insurance
* Paid parental leave
* Various other discounts and perks
**ITAR Requirements**
* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.
**How to Apply**
If you're passionate about delivering exceptional customer service and are excited about the opportunity to join a dynamic team at the forefront of space technology and exploration, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, through the link below.