Experienced Technical Customer Support Representative – Remote Help Desk Operations

At arenaflex, we are dedicated to delivering exceptional customer experiences and providing top-notch technical support to our clients. As a Technical Customer Support Representative, you will play a vital role in ensuring the success of our Help Desk operations, providing advanced remote technical support to arenaflex Learning Centers. If you have a passion for delivering outstanding customer service, a knack for troubleshooting complex technical issues, and a desire to grow your career in a dynamic and supportive environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of tutoring services to students of all ages, grades, and skill levels, with over 40 years of experience and a presence in over 710 locations. We are committed to making learning personal and inspiring kids to thrive. Our team members share a passion for education and a dedication to creating a better future for our students and communities.

Job Summary

As a Technical Customer Support Representative, you will be responsible for providing advanced remote technical support to arenaflex Learning Centers, utilizing your technical expertise and exceptional customer service skills to resolve complex technical issues and ensure customer satisfaction. You will work in a fast-paced Help Desk environment, collaborating with our team to provide timely and effective solutions to our customers.

Key Responsibilities

* Provide advanced remote technical support to arenaflex Learning Centers, utilizing your technical expertise and exceptional customer service skills to resolve complex technical issues and ensure customer satisfaction.

• Assist all arenaflex Learning Centers with operational business software and network support, including providing telephone, chat, and email support, maintaining details in the ticket tracking system, and effectively escalating issues when necessary.
• Acquire and maintain current knowledge of proprietary products, websites, hardware, services, and support policies to provide technically accurate solutions to customers.
• Analyze, research, resolve, and respond to all support requests in a timely and professional manner.
• Participate in team projects that enhance the quality or efficiency of the Help Desk.
• Additional duties and responsibilities may be required to meet arenaflex's changing business requirements and commitment to continuous improvement.

Essential Qualifications

* 2+ years of experience working in the Customer Service/Contact Center industry

• 1+ years of technical experience working with computer systems and technology
• Associate's degree or equivalent experience
• Proven success in a fast-paced support environment
• Ability to provide a positive customer experience with outstanding customer service skills
• Excellent oral communication skills and the ability to write in a clear, concise manner
• Outstanding critical thinking skills and the ability to dig deep into issues/problems to discern a clear picture, determine the complexity and severity of problems, and resolving less complex and more severe problems immediately.
• Experience troubleshooting browser issues on Windows-based computers and iPads
• Ability to manage multiple open issues and projects in a timely and detailed fashion

Preferred Qualifications

* Web application troubleshooting experience, utilizing tools such as Chrome Developer Tools and Fiddler

• Experience with the Zendesk platform
• Experience troubleshooting Microsoft 365 web applications such as Dynamics 365
• Experience working on a remote team

Schedule

* Monday - Thursday, 2:00 pm - 11:00 pm and Saturdays, 9:00 am - 5:00 pm

• During new hire training period, the schedule will be Monday - Friday, 9:00 am - 5:00 pm

What You Get in Return

As a member of the arenaflex team, you can expect:

• Competitive market-pay based compensation
• Flexible work environment with the ability to work remotely from home
• Fun company culture with employee engagement activities that empower team members and reward outstanding performance
• Opportunities for career growth and development through on-the-job training and learning opportunities

Join Our Team!

If you have the skills and passion we're looking for, please submit your application today. This is a fantastic opportunity to grow your career and make a meaningful impact in the lives of our students and communities. Apply To This Job Apply for this job