At arenaflex, we're on a mission to revolutionize the way people interact with technology, and we're looking for a talented Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our support team, you'll play a vital role in ensuring the smooth operation of our myColorado application, providing top-notch customer assistance, and troubleshooting issues in both iOS and Android operating systems.
**About arenaflex**
arenaflex is a leading provider of innovative technology solutions, dedicated to empowering individuals and organizations to achieve their full potential. Our team is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of collaboration, innovation, and growth. As a Service Desk Specialist/Live Chat Agent, you'll be part of a dynamic team that's shaping the future of technology and customer support.
**Job Summary**
We're seeking an experienced Service Desk Specialist/Live Chat Agent to provide critical assistance to our customers, utilizing chat tools and following arenaflex's standard operating procedures. As a key member of our support team, you'll be responsible for:
* Providing Tier I support and customer assistance for our mobile application
* Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems
* Installing the myColorado software on supported devices, following defined procedures, processes, and methods
* Employing Incident Management procedures to enter tickets into the required tracking system
**Responsibilities**
* Provide exceptional customer assistance via live chat, ensuring timely and effective resolution of customer issues
* Troubleshoot and resolve technical issues in both iOS and Android operating systems, utilizing diagnostic tools and knowledge of diverse mobile device makes and models
* Install the myColorado software on supported devices, following defined procedures, processes, and methods
* Enter tickets into the required tracking system, utilizing Incident Management procedures
* Collaborate with internal teams to resolve complex issues and improve customer satisfaction
* Stay up-to-date with industry trends, technologies, and best practices, applying this knowledge to enhance customer support and services
**Minimum Qualifications**
* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support
* OR Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees
**Substitutions**
* Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis
* Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications
* Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications
**Preferred Qualifications**
* Jira experience
* ITIL Certification
* Agile and scrum methodology experience
* Government work experience
* Apple and Google Play Store experience
* Use of diagnostic tools and knowledge of diverse range of mobile device makes and models
**Skills and Competencies**
* Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and courteous manner
* Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues
* Ability to work in a fast-paced environment, prioritizing tasks and managing multiple customer interactions simultaneously
* Strong technical skills, with experience in mobile application support and troubleshooting
* Ability to stay up-to-date with industry trends, technologies, and best practices, applying this knowledge to enhance customer support and services
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Service Desk Specialist/Live Chat Agent, you'll have access to:
* Ongoing training and development opportunities, including technical training, soft skills training, and leadership development programs
* Mentorship and coaching from experienced team members and leaders
* Opportunities for career advancement and professional growth within the company
* A dynamic and supportive work environment, with a focus on collaboration, innovation, and teamwork
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, with a flexible work environment that allows you to work from anywhere in Colorado. As a Service Desk Specialist/Live Chat Agent, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. Our company culture is built on the following values:
* Collaboration: We believe in working together to achieve our goals and deliver exceptional customer experiences.
* Innovation: We're committed to staying ahead of the curve, embracing new technologies and best practices to enhance our services.
* Customer Focus: We're dedicated to putting our customers first, providing timely and effective support to meet their needs.
* Growth: We're committed to helping our employees grow and develop their careers, providing opportunities for professional growth and advancement.
**Compensation, Perks, and Benefits**
As a Service Desk Specialist/Live Chat Agent at arenaflex, you'll enjoy a competitive compensation package, including:
* A salary range of $45,000 - $60,000 per year, depending on experience
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off, including vacation, sick leave, and holidays
* Flexible work arrangements, including remote work options
* Opportunities for professional growth and advancement within the company
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technology and customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We can't wait to hear from you!
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