Experienced Part-Time Customer Technical Support Representative – Web & Cloud Application Development
Join arenaflex, a pioneering leader in research and learning, as we revolutionize the way the world learns. Are you passionate about helping others and making a meaningful impact? Do you have a strong technical aptitude and excellent communication skills? We're seeking an experienced Part-Time Customer Technical Support Representative to join our highly-motivated team at arenaflex. As a key member of our support team, you will play a vital role in assisting students and instructors with platform questions, content/platform bug reports, and more.
About arenaflex
arenaflex is a trusted leader in research and learning, with over 200 years of experience in publishing. We're committed to empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities. Our pioneering solutions and services are paving the way for individuals to solve the world's most important challenges. We're advocates of advancement, and we're passionate about creating a workplace that promotes continual learning and internal mobility.
The Role
As a Part-Time Customer Technical Support Representative, you will be responsible for:
- Utilizing an electronic ticketing system to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more.
- Providing exceptional customer service to students and instructors, ensuring their needs are met and their concerns are addressed.
- Reviewing student/instructor feedback on the material and platform, addressing or escalating feedback appropriately.
- Helping students with accounts and subscriptions, and assisting instructors with course setup.
- Responding promptly and professionally to customer inquiries to ensure customer satisfaction.
- Acknowledging and resolving customer complaints in a timely and effective manner.
- Communicating with customers through a ticketing system, and keeping records of customer interactions, transactions, comments, and complaints.
- Collaborating with colleagues as necessary to ensure seamless customer support.
- Providing feedback on the efficiency of the customer service process, and processing feedback coming from our unique integrated feedback system.
Essential Qualifications
* Pursuing a degree in Computer Science, Engineering, Math, or a related field.
- Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly.
- Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule).
- Strong written communication skills.
- Accuracy, attention to detail, professionalism, and reliability.
Desired Skills
* Deep product knowledge, enough to be able to answer questions.
- Ability to troubleshoot and resolve complex technical issues.
- Excellent problem-solving skills, with the ability to think critically and outside the box.
- Strong analytical skills, with the ability to analyze data and make informed decisions.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Strong teamwork and collaboration skills, with the ability to work effectively with colleagues.
Work Environment and Company Culture
arenaflex is committed to creating a workplace that promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions, all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons, allowing more time for heads-down work and professional development. Our workplace is inclusive, diverse, and welcoming, with a strong focus on employee well-being and satisfaction.
Compensation and Benefits
arenaflex is committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The salary range for this role is $15 USD to $21 USD, with the ultimate salary offered based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.
How to Apply
If you're passionate about making a meaningful impact and are looking for a challenging and rewarding role, we encourage you to apply. Please attach your resume/CV to be considered. We can't wait to hear from you!
Equal Opportunity Employer
arenaflex is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. arenaflex is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.
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