At arenaflex, our Technical Customer Support (CS) representatives are the face of our company, delivering timely, accurate, and professional general and technical support to all arenaflex customers. We're looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Our team is comprised of technically savvy problem-solvers with a focus on customer account security, and we're seeking like-minded individuals to join our ranks.
Key Job Responsibilities
As an arenaflex Technical Customer Support Representative, you will be responsible for:
- Providing prompt, efficient, detailed service by engaging directly with arenaflex's customers
- Serving as a voice and advocate for customers when concerns are surfaced
- Working with customers to understand how they use arenaflex products to resolve their issues and maximize their investments
- Acting as an advocate for customers by reporting and addressing observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions to enhance customer experience
- Assisting with customer communication and troubleshooting during arenaflex product launches
- Working across the customer support spectrum to ensure consistent, high-quality support
- Developing detailed knowledge of specific product lines and features
- Handling various types of customer contact including chat, email, inbound and outbound voice calls
A Day in the Life
As an arenaflex Technical Customer Support Representative, you will be assisting customers with their device needs, supporting 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
To be successful in this role, you will need to possess the following 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
Preferred Qualifications
While not required, the following qualifications would be beneficial in this role:
- 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're committed to creating an inclusive culture that empowers our employees to deliver the best results for our customers. We believe in providing a work environment that is supportive, collaborative, and challenging. Our employees are our greatest asset, and we're committed to helping them grow and develop their skills.
Compensation and Benefits
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes:
- Medical, dental, and vision insurance
- 401(k) matching program
- Flexible paid time off
- Professional development opportunities
- Access to cutting-edge technology and tools
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We're committed to creating an inclusive culture that empowers our employees to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information.
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