Experienced Overnight Internet Service Provider Customer Technical Support Specialist – Remote Opportunity at arenaflex

Join arenaflex, a pioneering internet service provider, in revolutionizing the way communities access high-quality and affordable internet. As an Overnight Internet Service Provider Customer Technical Support Specialist, you will be at the forefront of delivering exceptional customer experiences, ensuring our subscribers receive fast, stable, and secure internet connections.

About arenaflex

arenaflex is a fast-growing, venture-backed internet provider headquartered in downtown Manhattan. We are committed to providing gigabit internet services at affordable, transparent prices, with exceptional customer service. Our mission-driven environment is built on the values of high integrity, a strong work ethic, and a passion for learning. We believe that high-quality and affordable internet service is a fundamental enabler for our communities, empowering individuals to learn, create, and enjoy.

Job Summary

We are seeking an experienced and passionate Overnight Internet Service Provider Customer Technical Support Specialist to join our growing team. As a key member of our support team, you will be responsible for handling support tickets that come in over phone, text, website chat, and email, providing exceptional customer experiences, and ensuring our subscribers receive fast, stable, and secure internet connections. This is a full-time, 100% remote position, with a flexible schedule of 11:59pm to 7:59am Sunday night to Friday morning (5 days) ET, and a cumulative support hours of 40 hours per week.

Key Responsibilities

* Respond quickly and thoughtfully to incoming support inquiries and issues, providing timely and effective solutions to our subscribers.

• Communicate directly with existing and prospective customers via phone, text, web chat, and email, ensuring a seamless and personalized experience.
• Advanced troubleshooting of Wi-Fi and other WAN/LAN networking issues, utilizing your technical expertise to resolve complex problems.
• Monitor network alerts and engage engineers when necessary, ensuring prompt resolution of technical issues.
• Perform installer data audits by process, maintaining accurate and up-to-date records.
• Assist in efforts to maintain good data as assigned by management, contributing to the growth and success of our organization.
• Collaborate with the support team to ensure seamless handovers and effective issue resolution.

Technical Skills

* Wi-Fi expertise, including a thorough understanding of end-user hardware (routers, access points, extenders, mesh networks) from multiple manufacturers (Mikrotik, TP-Link, Netgear, Google, Apple, Amazon, etc.).

• Experience as an ISP field technician for residential customers can be beneficial, but not required.
• Familiarity with wireless broadband radio and fiber networks, with a strong understanding of network architecture and protocols.

Personal Attributes

* Friendly, enthusiastic, and professional communication with customers, demonstrating a genuine passion for delivering exceptional customer experiences.

• Exceptional communication skills across multiple channels: phone, text, live agent chat, email, with the ability to adapt to different communication styles.
• Calm temperament: Comfortable handling time-sensitive, high-pressure situations with empathy, confidence, and patience.
• Driven, highly-organized, and nimble, with the ability to wear multiple hats and adapt to changing priorities.
• Interest in networking, startups, and solving technical problems, with a passion for staying up-to-date with industry trends and advancements.

Benefits and Perks

* Competitive starting salary (in the range of $18-23/hr.) based on capabilities and background.

• Accrued time off (PTO) for relaxation and rejuvenation.
• 401k inclusion after 3 months of service, with matching contributions to support your long-term financial goals.
• Medical and dental benefits to ensure your physical and mental well-being.
• Opportunities for career growth and professional development, with a focus on continuous learning and skill enhancement.

Why Join arenaflex?

* Be part of a mission-driven organization that is revolutionizing the way communities access high-quality and affordable internet.

• Work in a fast-paced, results-oriented environment that values innovation, creativity, and collaboration.
• Enjoy a flexible schedule and remote work arrangement, with the freedom to work from anywhere.
• Develop your technical skills and expertise in a dynamic and supportive team environment.
• Contribute to the growth and success of a pioneering internet service provider that is making a real difference in people's lives.

How to Apply

If you are a motivated and passionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We look forward to hearing from you and exploring how you can contribute to the success of arenaflex. Apply Now! Apply for this job