At arenaflex, our Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to all arenaflex customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Customer Support representatives are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence.
**About arenaflex**
arenaflex is a leading provider of innovative home security solutions, empowering individuals and families to feel safe and secure in their homes. Our mission is to deliver exceptional customer experiences through our cutting-edge products and dedicated support team. As a Technical Customer Support Representative at arenaflex, you will play a vital role in ensuring our customers receive the best possible support, from device setup and troubleshooting to account maintenance and billing.
**Key Responsibilities**
* Provide prompt, efficient, detailed service by engaging directly with arenaflex customers
* Serve as a voice and advocate for customers when concerns are surfaced
* Work with customers to understand how they use arenaflex products to resolve their issues and maximize their investments
* Act as an advocate for customers by reporting and addressing observed areas for improvement
* Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience
* Assist with customer communication and troubleshooting during arenaflex product launches
* Work across the customer support spectrum to ensure consistent, high-quality support
* Develop detailed knowledge of specific product lines and features
* Handle various types of customer contact including chat, email, inbound and outbound voice calls
**A Day in the Life**
As a Technical Customer Support Representative at arenaflex, you will assist customers with their device needs, including device account and billing maintenance, account and device setup, and technical troubleshooting. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other arenaflex teams to identify, document, and escalate emerging issues.
**Basic Qualifications**
* 2+ years of customer service experience
* Experience with Microsoft Office products and applications
* 2+ years of experience in technical support focused primarily on customer success
* 2+ years of experience supporting consumer WiFi/mesh networking platforms (Linksys, D-Link, Google WiFi, ASUS)
* 2+ years of experience working with firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers, services, VPNs, and guest networks
* 1+ year providing technical support for mobile devices and platforms (iOS, Android)
* Excellent verbal and written communication skills
* Ability to work remotely
* Willingness to work a flexible schedule/shift and in various work areas, including weekends, nights, and holidays
* Hours are 24/7; schedules are subject to change based on business needs
**Preferred Qualifications**
* A drive to dig into the details of systems and processes to solve customer problems
* Ability to document technical customer issues in notes that are easily understood by other users
* Technical curiosity and enthusiasm for learning new technologies and helping customers succeed
* Proven success working in a fast-paced support environment
* Experience using Salesforce CRM
* Experience working with Eero, Ring-compatible devices, and security alarm systems
**Why Join arenaflex?**
* Competitive hourly pay rate: $20/hour
* Opportunity to work with a leading provider of innovative home security solutions
* Collaborative and inclusive work environment
* Flexible scheduling and remote work options
* Opportunities for career growth and professional development
* Comprehensive benefits package, including medical, dental, and vision insurance
* Paid time off and holidays
* Access to cutting-edge technology and tools
**arenaflex is an Equal Opportunity Employer**
arenaflex is committed to creating an inclusive and diverse work environment that empowers all employees to deliver exceptional results for our customers. We do not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals at arenaflex.
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