Experienced Remote Customer Technical Support Specialist – Home Security and Automation

About arenaflex

arenaflex has been at the forefront of innovation, helping protect and connect families, businesses, and larger commercial customers every day. As the #1 smart home security provider in the U.S., our mission is clear: we help save lives for a living. With a rich history dating back to 1874, arenaflex has continuously evolved to meet the changing needs of our customers. Our commitment to innovation, advanced technology, and strategic partnerships has enabled us to deliver products and services that protect life and valuables, whether at home, your business, or on the go.

Join our team today and put purpose behind your paycheck

At arenaflex, we're not just looking for employees – we're looking for team members who share our passion for making a real impact. If you're a problem-solver with a passion for customer service, we want to hear from you. Our Customer Technical Support Team is responsible for providing exceptional support to our residential and small business customers, and we're seeking experienced professionals to join our team.

About the Role

As an Experienced Remote Customer Technical Support Specialist, you will play a critical role in providing technical assistance and customer education to our customers. You will be responsible for troubleshooting technical issues, presenting our Virtual Service Call process, and assisting customers with scheduling onsite Technician visits. Your strong communication and problem-solving skills will enable you to provide excellent customer interactions and experiences, even in high-pressure situations.

Responsibilities

* Self-manage and work independently in a fast-paced, constantly changing environment

• Multitask across multiple systems and applications
• Receive customer inbound phone calls for various alarm system and home automation issues, providing technical assistance and customer education
• Troubleshoot customer technical issues using guided workflows to resolve issues while on the phone
• Regular, consistent, and punctual attendance
• Present our Virtual Service Call process to customers, saving them time and money
• Assist customers with scheduling onsite Technician visits, positively positioning Virtual and self-serve options
• Provide excellent customer interactions and experiences using empathy, soft skills, and connecting with the customer
• Work from a private, quiet workspace with adequate internet bandwidth to perform the role
• Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
• Be fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements

What's in it for you?

* You play an important role in saving lives for a living

• arenaflex provides all necessary equipment and resources to allow you to be successful in your role, including paid on-the-job training
• Competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.)
• Tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more
• Shift-differential policy providing supplemental pay on top of your hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts
• Pathway to promotion, with opportunities to learn and train for exciting opportunities across the arenaflex family

Qualifications/Requirements

* High school diploma or equivalent

• Troubleshooting skills
• Strong Organizational skills
• Excellent communication skills (both verbal and written)
• Reliable and Dependable
• Ability to empathize and connect with the customer
• Ability to multitask with ease, effectively prioritize tasks, and be a self-starter
• Demonstrated proficient problem-solving & customer de-escalation skills

Experience

* Minimum of one (1) year of customer service experience required

• Technical experience is a plus but not required

Skills

* Excellent communication skills

• Able to type at least 35 wpm
• Intermediate knowledge of computer applications
• Strong organizational skills

Pay and Benefits Disclosure

The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of $0.50 every 30 days until the rate of $20.00 is reached). arenaflex offers employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated application end date of 8/20/2024

arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [insert link] to learn more.

Apply Now

If you're a motivated and customer-focused individual who is passionate about making a difference, we encourage you to apply for this exciting opportunity. Join our team today and put purpose behind your paycheck. Apply for this job