Introduction to arenaflex
arenaflex is a leading provider of innovative solutions, supporting a vast and diverse community across the globe. Our mission is to empower individuals and organizations through dynamic, data-informed experiences, fostering an environment where everyone can achieve their goals. We pride ourselves on our commitment to diversity, inclusion, and belonging, recognizing the power of a truly diverse and inclusive workforce in driving success.
About the Role
We are seeking a highly skilled and dedicated Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our customer support team, you will play a vital role in delivering exceptional service to our customers, addressing their concerns, and providing technical assistance. This is a remote work opportunity, offering the flexibility to work from the comfort of your own home, with a schedule that includes overnight shifts and weekends.
Key Responsibilities
- Addressing customer concerns and providing timely resolutions
- Offering introductory information to new users on various products and services
- Responding to user inquiries via multiple channels, including telephony, chat, and web-based inquiries
- Resolving inbound customer calls and inquiries in a professional and empathetic manner
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues
- Completing software installations and updates
- Establishing and maintaining good relationships with all departments and colleagues
- Serving as the first point of contact for customers seeking technical assistance
- Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned customer accounts
- Documenting information into a web-based ticketing system
- Searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information to the immediate supervisor for resolution
- Projecting a favorable image of arenaflex to promote its objectives and goals, enhancing client relationships
- Participating in internal training programs to expand knowledge and support multiple clients
- Providing delightful, efficient, and accurate resolutions to customer inquiries
- Completing special projects as requested by management
- Demonstrating empathy, patience, and flexibility during phone calls
- Handling multiple job tasks at one time and escalating issues in a timely manner
Essential Qualifications
- Must be able to work 10:00 pm - 7:00 am EST, including weekends
- Must be available to train 9:00 am - 6:00 pm EST for three weeks
- Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Strong interpersonal skills and a high degree of customer service ethic
- Ability to communicate clearly, both written and orally, with customers, faculty, students, staff, and team members
- Ability to walk customers through outlined problem-solving processes, using our knowledge base system
- Ability to ask questions to determine the nature of the problem
- Ability to perform remote troubleshooting
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- High School diploma or equivalent combination of education and experience
- Must be at least 18 years old
- Excellent oral and written communication skills
- Previous computer experience (building, configuring, troubleshooting)
- Knowledge of internet applications
- Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
- Familiarity with education-related technologies
- Analytical orientation with strong attention to detail
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
- Willing to accept a temporary assignment
- Must reside in an approved state
- Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL), 40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection
Preferred Qualifications
- College degree or some college completed
- 1 or more years of customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies
- Experience working in a technical help desk position
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, opportunities to expand your knowledge and support multiple clients, and the chance to develop your skills in a dynamic and supportive environment.
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment, where everyone feels valued and supported. We believe in the importance of diversity, inclusion, and belonging, and we strive to create a workplace that reflects these values. As a remote worker, you will be part of a virtual team, with opportunities to connect with colleagues and participate in company-wide initiatives.
Compensation, Perks, and Benefits
The pay rate for this position is $13/hour. arenaflex offers a competitive compensation package, with opportunities for growth and development. We also provide a range of perks and benefits, including flexible working hours, remote work opportunities, and access to internal training programs.
Conclusion
If you are a motivated and customer-focused individual, with a passion for technology and a commitment to delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Care and Technical Support Advisor at arenaflex, you will be part of a dynamic team, dedicated to making a positive impact on the lives of our customers. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the arenaflex family!
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