Experienced Customer Service Representative – Technical Support and Account Management Expert – Remote, 24/7 Operations – New York or Florida Residence Required

Welcome to arenaflex: A Leader in Technical Support and Customer Service

arenaflex is a fast-growing technology company dedicated to providing top-tier technical support and exceptional customer service to its clients. We are seeking a highly skilled and experienced Customer Service Representative to join our team, with a strong focus on technical troubleshooting and account management. As a remote call center, we operate 24/7, including weekends, and are looking for talented individuals who can thrive in a dynamic and collaborative environment.

About Our Company Culture

At arenaflex, we value innovation, teamwork, and continuous learning. Our company culture is built on the principles of excellence, integrity, and customer satisfaction. We believe in empowering our employees to take ownership of their work, providing them with the tools and resources they need to succeed, and recognizing their achievements and contributions to the team. If you are passionate about delivering high-quality technical support and exceptional customer service, we want to hear from you!

Job Summary

As a Customer Service Representative at arenaflex, you will be responsible for providing technical support and account management to our customers, resolving complex connectivity issues, and ensuring customer satisfaction. You will work closely with our cross-functional teams to ensure seamless issue resolution and collaborate with our network operations and IT teams to escalate unresolved or complex issues. Your expertise in technical troubleshooting, account permissions management, and advanced tools will be essential in resolving customer issues efficiently and effectively.

Key Responsibilities

• Technical Support: Diagnose and resolve customer issues related to internet connectivity, networking, and devices, providing Level 2 support and managing account permissions.
• Utilize Advanced Tools: Leverage tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius) to resolve complex connectivity issues and stay updated on system updates and services.
• Customer Support: Offer professional and timely assistance to customers experiencing technical difficulties, communicating clear and actionable solutions via chat, email, and support tickets.
• Ticket Management: Document all interactions accurately using Fresh Desk, ensure timely follow-up within SLAs, and 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 and collaborate with cross-functional teams to ensure seamless issue resolution.
• Quality Assurance: Maintain compliance with company policies and service standards, actively participating in quality assurance programs to improve processes and outcomes.

Essential Qualifications

To be successful in this role, you will need:

• 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.
• Residence in either New York or Florida.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bilingual (Spanish/English) skills.
• Experience working in a remote call center environment.
• Familiarity with 24/7 operations and rotating shifts.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Technical Troubleshooting: Ability to diagnose and resolve complex technical issues.
• Communication: Strong written and verbal communication skills, with an ability to explain technical solutions clearly.
• Collaboration: Ability to work effectively with cross-functional teams to ensure seamless issue resolution.
• Time Management: Ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
• Adaptability: Ability to adapt to changing situations and priorities, with a focus on delivering exceptional customer service.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to ongoing professional development and learning opportunities, including training and certification programs, to help you advance your career and stay up-to-date with the latest technologies and industry trends.

Work Environment and Company Culture

Our remote call center environment is designed to be collaborative and dynamic, with a focus on delivering exceptional customer service and technical support. We value our employees and recognize their contributions to the team, providing a positive and supportive work environment that encourages growth, innovation, and excellence.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $16 - $18 per hour, paid training, and temporary employment with potential for full-time based on performance and business needs. Our remote position allows you to work from the comfort of your own home, with flexibility for rotating shifts and a rotating schedule.

Conclusion

If you are passionate about delivering high-quality technical support and exceptional customer service, we want to hear from you! Join our dynamic team at arenaflex and take advantage of the opportunities and challenges that come with working in a fast-paced and collaborative environment. Apply now to become a part of our team and start your journey to success!