Are you a customer-centric individual with a passion for delivering exceptional technical support? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further than arenaflex, a global leader in customer engagement services, where we're redefining the industry with our innovative approach to customer experience.
As a Customer Service/Technical Support Representative at arenaflex, you'll be at the forefront of our mission to drive results and define an industry. You'll join a diverse team of talented individuals from 40 countries, united by our shared passion for delivering exceptional customer experiences. With a strong focus on career growth and personal development, we'll provide you with the training, technologies, and continuing support you need to succeed.
**About arenaflex**
arenaflex is a global workplace that offers infinite possibilities for growth and development. We're a company like no other, fanatical about our staff and constantly helping them achieve their career goals. With a commitment to diversity, equity, and inclusion, we're disrupting the market by being absolutely obsessed with making our clients' businesses better. Our clients notice the difference too – in increased customer loyalty, improved business performance, and differentiation in their markets.
**What You'll Do**
As a Customer Service/Technical Support Representative at arenaflex, you'll be responsible for:
* Assisting external users of our technical products or services, identifying, investigating, researching, and providing resolution to user questions and problems
* Troubleshooting basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products
* Customer experience-focused troubleshooting vs. traditional transaction approaches
* De-escalating customers and following appropriate escalation paths to resolve technical issues
* Ensuring service delivered to our customers meets contractual Key Performance Indicator (KPIs)
* Greeting agents in a courteous, friendly, and professional manner using agreed-upon procedures
* Listening attentively to customer needs and concerns, demonstrating empathy while maximizing opportunity to build rapport with the customer
* Probing for understanding and solving problems that are generally unstructured and require extensive use of conceptual thinking skills
**Your Qualifications**
To succeed in this role, you'll need:
* One year of related technical experience (preferably in a customer-facing environment)
* A non-Apple, non-Chromebook personal desktop or laptop (BYOD policy applies)
* Relevant technical expertise related to our program (working knowledge of hardware, software, networking, data storage, troubleshooting, and repair)
* Courteous with a strong customer service orientation
* Ability to effectively communicate, both written and verbally
* Ability to learn, including strong problem-solving skills
* Dependable with proficient attention to detail
* Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly
* Ability to work as a team member, as well as independently with minimal supervision
* Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
* Comfortable with Outlook, asynchronous tools, and Microsoft Excel
* Must be comfortable being on web camera
* Able to utilize tools and resources to efficiently assist our customers
* Need to be able to articulate in a business acumen manner both in verbal and written communications
* Open and receptive to feedback from leadership
* Proactive in self-upskilling and knowledge training
* Ability to cross-reference job aids while assisting a customer and minimize dead air by building rapport with the customer
**What's in It for You**
As a valued member of our team, you'll enjoy:
* A competitive salary and comprehensive benefits package
* Opportunities for career growth and personal development, including FREE Learning and Leadership Development programs
* A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from, and grow with
* A range of employee recognition and reward programs to celebrate your achievements
* A commitment to diversity, equity, and inclusion, with opportunities to participate in our Staff Resource Groups and IRise Mentorship programs
* Global citizenship, sustainability, and team event opportunities to make a difference in your community and beyond
* Trained wellness partners to support your physical and mental well-being, as well as wellness training opportunities
**How to Apply**
If you're a customer-centric individual with a passion for delivering exceptional technical support, we want to hear from you. Apply now and take the first step towards a rewarding new role with arenaflex.
**About arenaflex**
arenaflex is a global leader in customer engagement services, committed to delivering exceptional customer experiences for more than 450 of the world's best brands. We're a passionate company powered by passionate people, dedicated to making a difference in our clients' businesses and in our communities.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We're committed to creating a diverse, inclusive workplace where everyone has the opportunity to succeed.