Experienced Remote Customer Service and Technical Support Representative – Delivering Exceptional Customer Experiences through Innovative Solutions and Technical Expertise

Introduction to arenaflex

Imagine being part of a forward-thinking global organization that prioritizes a people-first, inclusive culture and fosters a genuine sense of belonging. At arenaflex, we are dedicated to providing exceptional customer experiences through innovative solutions and technical expertise. As a leader in our industry, we have been recognized for our commitment to our employees, earning awards such as "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth." We are now seeking a talented and motivated individual to join our team as a Remote Customer Service and Technical Support Representative.

About the Role

In this exciting opportunity, you will have the chance to work from the comfort of your own home, collaborating with a diverse team of professionals from around the world. As a Remote Customer Service and Technical Support Representative at arenaflex, you will play a vital role in delivering exceptional customer experiences, providing technical support and resolving issues in a timely and professional manner. Your expertise and passion for customer service will be essential in helping us achieve our goal of providing world-class support to our clients.

Key Responsibilities

Some of the key responsibilities of this role include:

• Assisting external users of our technical products or services, identifying, investigating, and resolving technical issues and problems.
• Troubleshooting basic and routine technical issues, including hardware, software, and networking problems.
• Providing customer experience-focused troubleshooting, using a non-traditional approach to resolve issues.
• De-escalating customer complaints and concerns, ensuring that issues are resolved in a timely and professional manner.
• Following established escalation procedures to resolve technical issues, including making follow-up outbound calls to customers or other parties as needed.
• Solving unstructured problems that require extensive use of conceptual thinking skills.
• Ensuring that service delivered to our customers meets contractual Key Performance Indicators (KPIs).
• Greeting customers in a courteous, friendly, and professional manner, using agreed-upon procedures.
• Listening attentively to customer needs and concerns, demonstrating empathy and maximizing opportunities to build rapport with customers.

Qualifications and Skills

To be successful in this role, you will need to possess the following qualifications and skills:

• One year of related technical experience preferred, although not essential.
• A non-Apple, non-Chromebook personal desktop or laptop (bring your own device).
• Relevant technical expertise related to the program, including working knowledge of hardware, software, networking, data storage, troubleshooting, and repair.
• Courteous and strong customer service orientation, with excellent communication and problem-solving skills.
• Ability to effectively communicate, both written and verbally, and to learn quickly in a fast-paced environment.
• Dependable and proficient attention to detail, with the ability to multitask and adapt to changes quickly.
• Ability to work as a team member, as well as independently with minimal supervision.
• Demonstrated patience in all customer contact situations, maintaining a pleasant and professional tone and manner.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. We offer a range of FREE Learning and Leadership Development programs, designed to set you on your way to the kind of career you've always envisioned. With about 80% of our managers and leaders promoted from within, we provide real career growth potential and opportunities for advancement. Our programs include:

• IRise Mentorship programs to help you create a strong foundation for a rewarding career.
• Networking and leadership opportunities with Staff Resource Groups, such as Network of Women, Black Professionals Network, Pride, and Ability.
• Global citizenship, sustainability, and team event opportunities that help you make a difference in your community and beyond.
• Trained wellness partners to support you, as well as wellness training opportunities.

What We Offer

In return for your hard work and dedication, we offer a range of benefits, including:

• Competitive compensation and benefits package, including medical, dental, vision, and an employee assistance program (EAP).
• 401K (U.S. ONLY) and stock purchasing program.
• Paid training and ongoing support to ensure your success in the role.
• Opportunities to participate in World Clean Up Day, #MyOneEarthPromise, and other community events.
• Celebrations of Diversity, Equity, and Inclusion, including Juneteenth, Pride Month, Black History Month, National Women's Day, and local community events.

Our Culture and Values

At arenaflex, we are fanatical about our staff and invest significantly in our people, infrastructure, and capabilities to ensure long-term success for both our teams and our customers. We are a diverse, global organization full of innovative, friendly people who are passionate about delivering exceptional customer experiences. Our culture is built on the following values:

• People-first approach, prioritizing the well-being and success of our employees.
• Inclusive and diverse environment, celebrating individuality and promoting equality.
• Commitment to innovation, using cutting-edge technologies to drive growth and improvement.
• Focus on customer experience, delivering world-class support and service to our clients.

How to Apply

If you are a motivated and customer-focused individual, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, outlining your experience and qualifications for the position. We look forward to hearing from you and exploring how you can contribute to the success of arenaflex.

Equal Opportunities

arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We are committed to providing a fair and inclusive environment for all employees, regardless of their background, culture, or personal characteristics. If you require a reasonable accommodation to apply for this role, please do not hesitate to contact us.