At arenaflex, we're on a mission to empower the U.S. Intelligence Community agencies with innovative cloud computing solutions and exceptional technical support. As an ADC Technical Customer Service Specialist, you'll play a vital role in helping these groups navigate the complexities of cloud computing, application architectures, and integration approaches. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and are well-versed in cloud computing technologies, we want to hear from you.
**About arenaflex**
arenaflex is the world's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuously innovating to meet the evolving needs of our customers. Our inclusive team culture values diverse experiences, and we're committed to furthering our culture of inclusion. With employee-led affinity groups, innovative benefit offerings, and ongoing learning experiences, we empower our team members to be proud of their differences and strive for excellence.
**Job Summary**
As an ADC Technical Customer Service Specialist, you'll be the customer-facing voice for U.S. Government and Enterprise customers, addressing complex account and billing issues, and providing valuable feedback to improve customer interactions with arenaflex account and billing information. You'll work closely with Enterprise customers to understand how they use arenaflex account and billing services, perform deep dive analysis on customer accounts and billing statements, and educate customers on reporting options, alerts, and budgets. Your responsibilities will also include:
- Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
- Working with Enterprise customers to understand how they use arenaflex account and billing services, and providing valuable feedback
- Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
- Educating customers on reporting options, alerts, and budgets
- Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Driving projects that improve customer interactions with arenaflex account and billing information
- Acting as the Voice of the Customer for our Enterprise customers, 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 Enterprise customer communication during arenaflex critical launches and support events
- Assuming responsibility for developing detailed knowledge about arenaflex specific product and features
- Working with arenaflex teams to drive resolution of issues for customers
- Making sure internal knowledge reference pages are updated
**Requirements**
- Associate Degree or equivalent
- A+ or Network+ or Security+ certification
- 1+ year experience in Customer Service and/or Account Management working with high-profile customers
- 1+ year of advanced Excel (pivot tables, vlookup, and other formulas)
- Current, active US Government Security Clearance of TS/SCI with Polygraph
- Experience in leadership and/or account management positions
- A drive to dig into the details of a system or process to solve customer problems
- Proven success in a fast-paced support environment
- Demonstrated success driving cross-functional deliverables
- SQL and/or other relational database experience
- Strong fluency with Web Technologies and the Internet
- Understanding of cloud-based compute and storage concepts
**Preferred Qualifications**
- Experience working with cloud-based technologies, such as Amazon Web Services (AWS)
- Familiarity with security best practices for applications, servers, and networks
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Experience working with diverse customer groups, including U.S. Government agencies and Enterprise customers
**What We Offer**
- Competitive salary range: $46,600/year in our lowest geographic market up to $104,200/year in our highest geographic market
- Total compensation package, including equity, sign-on payments, and other forms of compensation
- Full range of medical, financial, and/or other benefits
- Ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences
- Mentorship and career growth opportunities
- Work-life balance and flexibility in working hours
- Inclusive team culture and employee-led affinity groups
**How to Apply**
If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are well-versed in cloud computing technologies, we want to hear from you. Apply now to join our team of dedicated professionals at arenaflex and help us empower the U.S. Intelligence Community agencies with innovative cloud computing solutions and technical support.
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