Experienced Full Stack Customer Service/Technical Support Representative – Web & Cloud Application Development (Remote)

Are you a customer service and technical support professional looking for a new challenge? Do you want to join a forward-thinking global organization that prioritizes people-first culture and genuine inclusivity? Look no further! arenaflex is seeking an experienced Full Stack Customer Service/Technical Support Representative to join our remote team.

About arenaflex

arenaflex is a global leader in customer engagement services, committed to delivering exceptional experiences for our clients and their customers. We're a diverse, global organization with a passion for innovation, creativity, and customer-centricity. Our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent.

Career Growth and Personal Development

At arenaflex, we believe in investing in our people and their careers. As a remote Customer Service/Technical Support Representative, you'll have access to:

• Comprehensive training programs to develop your technical and soft skills
• Opportunities for career growth and advancement, with over 80% of our managers and leaders promoted from within
• A range of FREE Learning and Leadership Development programs to help you achieve your career goals
• A supportive and inclusive work environment that values diversity, equity, and inclusion

Key Responsibilities

As a Full Stack Customer Service/Technical Support Representative, you'll be responsible for:

• Responding to basic and routine inquiries of a technical nature, including hardware, software, and other designated client products
• Troubleshooting technical issues, including hardware, software, networking, and other designated client products
• Providing customer experience-focused troubleshooting, rather than traditional transactional approaches
• De-escalating customer issues and following appropriate escalation paths to resolve technical issues
• Solving problems that are generally unstructured and require extensive use of conceptual thinking skills
• Ensuring service delivered to our customers meets contractual Key Performance Indicator (KPIs)
• Greeting customers in a courteous, friendly, and professional manner using agreed-upon procedures
• Listening attentively to customer needs and concerns, demonstrating empathy while maximizing opportunities to build rapport with the customer
• Probing for understanding and providing solutions to customer issues

Qualifications

To be successful in this role, you'll need:

• One year of related technical experience, preferably in a customer service or technical support environment
• A non-Apple, non-Chromebook personal desktop or laptop (BYOD)
• Relevant technical expertise related to program, including working knowledge of hardware, software, networking, data storage, troubleshooting, and repair
• Courteous and strong customer service orientation
• Ability to effectively communicate, both written and verbally
• Ability to learn, including strong problem-solving skills
• Dependable with proficient attention to detail
• Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly
• Ability to work as a team member, as well as independently with minimal supervision
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
• Comfortable with Outlook, asynchronous tools, and Microsoft Excel
• Must be comfortable being on web camera
• Able to utilize tools and resources to efficiently assist our customers
• Need to be able to articulate in a business acumen manner both in verbal and written communications
• Open and receptive to feedback from leadership
• Proactive in self-upskilling and knowledge training
• Ability to cross-reference job aids while assisting a customer and minimize dead air by building rapport with the customer

What's in it for you?

As a remote Customer Service/Technical Support Representative at arenaflex, you'll enjoy:

• World Clean Up Day, #MyOneEarthPromise, and other opportunities to support our communities and world
• Events that celebrate Diversity, Equity, and Inclusion, such as Juneteenth, Pride Month, Black History Month, National Women's Day, and our favorite local community event, the Arnold Days Parade!
• Paid training (Customize to time – how many weeks -- and other specifics)
• US Full benefits – 401K (U.S. ONLY) medical, dental, vision, and an employee assistance program (EAP), which includes free short-term counseling sessions for a full range of personal issues and assistance in achieving a healthy work-life balance
• The opportunity to shine in and grow your career with clear paths for development – we invest in you!
• Networking and leadership opportunities with Staff Resource Groups, such as Network of Women, Black Professionals Network, Pride, and Ability
• IRise Mentorship programs to help you create the strong foundation to a rewarding career
• Global citizenship, sustainability, and team event opportunities that help you make a difference in your community and beyond!
• Trained wellness partners to support you as well as wellness training opportunities
• A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from, and grow with

How to apply

If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Location

USA, OH, Work-at-Home

Language Requirements

English

Time Type

Full time

Physical & Mental Requirements

While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

Eligibility to Work

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

Where Job May be Performed

Currently, this position may be performed only in the states listed here.

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

To request a reasonable accommodation, please click here. If you wish to review the Affirmative Action Plan, please click here. Apply for this job