At arenaflex, we're revolutionizing the way people connect with each other and the world around them. Our innovative satellite constellation, Starlink, is poised to deliver low-latency broadband internet to every corner of the globe. As a key member of our Customer Support team, you'll be at the forefront of this mission, ensuring that our customers have an exceptional experience with our cutting-edge technology.
**About arenaflex**
arenaflex is a pioneering space technology company that's pushing the boundaries of what's possible. Founded on the belief that humanity's future lies among the stars, we're actively developing the technologies to make this vision a reality. With a focus on innovation, collaboration, and customer satisfaction, we're creating a new era of space exploration and connectivity.
**Job Summary**
We're seeking an experienced Bilingual Customer Support Associate to join our Starlink team. As a key member of our support team, you'll be responsible for providing exceptional customer service, troubleshooting technical issues, and collaborating with internal teams to drive continuous improvement. If you're a skilled problem-solver with a passion for delivering outstanding customer experiences, we want to hear from you.
**Responsibilities**
As a Bilingual Customer Support Associate, you'll be the face of Starlink to our customers, ensuring they have an exceptional overall experience. Your key responsibilities will include:
* Triage and resolve customer issues across multiple channels (digital, voice, etc.)
* Provide technical support to customers using hardware, software, and network expertise
* Surface product, process, and training issues by pairing quantitative and qualitative methods
* Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues
* Create and maintain internal knowledge base and help center collateral
* Develop and implement effective support interventions to improve customer satisfaction
* Analyze trends and identify gaps to inform support strategy and process improvements
**Essential Qualifications**
To be successful in this role, you'll need:
* High school diploma or equivalency certificate
* 1+ years of experience in a front-lines customer support role
* Fluent in Italian and English
* Excellent problem-solving and sleuthing skills
* Excellent written and verbal communication skills
* Excellent empathy, active listening, and resiliency skills
* Strong attention to detail and time management skills
* Willingness and ability to flex weekend and night shift hours as needed to support our growth
**Preferred Skills and Experience**
While not required, the following skills and experience will make you a strong candidate:
* Experience in a training, learning and development, analytics, service design, vendor management, or content management role
* Start-up, consulting, or other demonstrated experience in high-growth, fast-paced environment
* Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
* Written/verbal business fluency in Italian
* Experience working in a remote or distributed team environment
**Additional Requirements**
To ensure the success of our team, we require:
* Must be available to work holidays
* Must be available to work 12 hours a day on one or more of the following shifts:
+ Shift B: Alternating Weekend Schedule: (6AM – 6PM)
+ Shift D: Alternating Weekend Schedule: (6PM - 6AM)
* Must be willing to relocate to the Redmond, WA area if not already local
**Compensation and Benefits**
As a valued member of our team, you'll enjoy a competitive compensation package, including:
* Pay range: Customer Support Bilingual/Level 1: $24.00/hour, Customer Support Bilingual/Level 2: $26.50/hour
* Base salary is just one part of your total rewards package at arenaflex. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
* Comprehensive medical, vision, and dental coverage
* Access to a 401(k) retirement plan
* Short & 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 a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we want to hear from you. Apply now to join our team and be a part of arenaflex's mission to revolutionize the way people connect with each other and the world around them.
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