Experienced Full Stack Customer Technical Support Representative – Remote Customer Service

About arenaflex

arenaflex is a leading provider of innovative solutions and services that help protect and connect families, businesses, and larger commercial customers every day. With a rich history dating back to 1874, arenaflex has been at the forefront of the smart home security industry, delivering advanced technology and strategic partnerships that meet the evolving needs of our customers. Our mission is clear: we help save lives for a living. At arenaflex, we're passionate about providing exceptional customer service and creating a rewarding work experience for all our team members.

Join the arenaflex Team Today!

We're now hiring for a Remote Customer Technical Support Representative to join our team of dedicated professionals who are passionate about delivering exceptional customer experiences. As a Remote Customer Technical Support Representative, you'll play a critical role in helping our customers resolve technical issues and providing them with the support they need to stay safe and connected.

Key Responsibilities:

* Provide technical assistance and customer education to customers via inbound phone calls, resolving technical issues and answering questions about alarm systems and home automation

• Troubleshoot customer technical issues using guided workflows, walking customers step-by-step through various resolutions to solve their issues while on the phone
• Present our Virtual Service Call process to customers, saving them time and money by resolving issues remotely
• Assist customers with scheduling onsite technician visits if required, after presenting virtual and self-serve options
• Provide excellent customer interactions and experiences by using empathy, soft skills, and connecting with customers
• Work independently in a fast-paced, constantly changing environment, multitasking across multiple systems and applications
• Meet company standards for a quiet and distraction-free workspace with adequate internet bandwidth to perform the role

What's in it for You?

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

• arenaflex will provide 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 that provides employees with supplemental pay on top of their 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 and 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 customers
• 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). We offer 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:

The anticipated application end date for this position is April 7, 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 [arenaflex website URL] to learn more.

Apply Now!

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