**Job Summary:**
Join arenaflex, a fast-growing technology company, as a Customer Service Representative – Technical Support Specialist. As a key member of our 24/7 remote call center team, you will provide top-tier technical support and exceptional customer service to our clients. If you excel at technical problem-solving and customer engagement, we want to hear from you!
**About arenaflex:**
arenaflex is a dynamic technology company committed to delivering innovative solutions and exceptional customer experiences. We're passionate about empowering our customers with cutting-edge technology and outstanding support. Our team is dedicated to fostering a collaborative environment that encourages growth, learning, and innovation.
**Key Responsibilities:**
As a Customer Service Representative – Technical Support Specialist, you will be responsible for:
**Technical Support:**
* Diagnose and resolve customer issues related to internet connectivity, networking, and devices.
* Provide Level 2 support, including advanced troubleshooting and managing account permissions.
* Utilize tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius).
* Stay updated on system updates and services to enhance support quality.
* Collaborate with cross-functional teams to ensure seamless issue resolution.
**Customer Support:**
* Offer professional and timely assistance to customers experiencing technical difficulties.
* Communicate clear and actionable solutions via chat, email, and support tickets.
* Deliver outstanding customer service with a focus on technical accuracy and efficiency.
**Ticket Management:**
* Document all interactions accurately using Fresh Desk and ensure timely follow-up within SLAs.
* Track, prioritize, and resolve tickets effectively to maintain customer satisfaction.
**Escalation & Collaboration:**
* Escalate unresolved or complex issues to network operations or IT teams when necessary.
* Collaborate with cross-functional teams to ensure seamless issue resolution.
**Quality Assurance:**
* Maintain compliance with company policies and service standards.
* Actively participate in quality assurance programs to improve processes and outcomes.
**Qualifications:**
* 1+ years of customer service and technical support experience, preferably in a call center or IT support role.
* Proficiency with networking concepts, permissions management, and ticketing systems (e.g., Fresh Desk, Sonar CRM).
* Strong written and verbal communication skills, with an ability to explain technical solutions clearly.
* Availability for overnight shifts, weekends, and a rotating schedule.
* Bilingual (Spanish/ English) is a plus.
**Why You'll Love Working With arenaflex:**
* Be part of a dynamic team that values innovation and collaboration.
* Enjoy ongoing professional development and learning opportunities.
* Make an impact by delivering exceptional technical support to customers.
* Work in a remote environment with flexibility for rotating shifts.
**Compensation and Employment Details:**
* Hourly Rate: $16 - $18 per hour.
* Paid training provided.
* Temporary with potential for full-time based on performance and business needs.
* Remote position (preferably in Florida or New York).
**Schedule:**
* 24/7 operations, including weekends.
* Flexibility for rotating shifts is required.
**What We Offer:**
* Competitive hourly rate
* Paid training and professional development opportunities
* Flexible remote work schedule
* Ongoing learning and growth opportunities
* Collaborative and dynamic work environment
* Potential for full-time employment based on performance and business needs
**How to Apply:**
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now!
Apply for this job