Introduction to arenaflex
arenaflex is a leading provider of innovative solutions, supporting a vast and diverse community worldwide. Our mission is to empower individuals and organizations through dynamic, data-informed experiences, fostering a culture of inclusivity, diversity, and belonging. As we continue to expand globally, we remain committed to making a positive impact on the lives of our customers, partners, and employees.
About the Role
We are seeking a highly skilled and dedicated Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our customer support team, you will play a vital role in delivering exceptional service to our customers, addressing their concerns, and providing technical assistance. This is a remote work opportunity, offering flexibility and the ability to work from the comfort of your own home.
Key Responsibilities
As an Overnight Customer Care and Technical Support Advisor, your primary responsibilities will include:
- Addressing customer concerns and providing timely resolutions
- Providing introductory information to new users on various products and services
- Resolving end-user inquiries via multiple technologies, including telephony, chat, and web-based inquiries
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues
- Completing software installations and updates
- Establishing good relationships with all departments and colleagues
- Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email
- Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned customer accounts
- Documenting information into a web-based ticketing system
- Searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
- Projecting a favorable image of arenaflex to promote its objectives and goals that enhance client relationships
- Participating in internal training programs to expand knowledge and support multiple clients
- Providing delightful, efficient, and accurate resolutions to customer inquiries
- Completing special projects as requested by management
- Demonstrating empathy, patience, and flexibility during phone calls
- Handling multiple job tasks at one time and escalating issues in a timely manner
Essential Qualifications
To be successful in this role, you will need:
- High School diploma or equivalent combination of education and experience
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Strong interpersonal skills and a very high degree of customer service ethic
- Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
- Ability to walk customers through outlined problem-solving processes, using our knowledge base system
- Ability to ask questions to determine the nature of the problem
- Ability to perform remote troubleshooting
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- Excellent oral and written communication skills
- Previous computer experience (building, configuring, troubleshooting)
- Knowledge of internet applications
- Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
- Familiarity with education-related technologies
- Analytical orientation with strong attention to detail
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
- Willing to accept a temporary assignment
- Must reside in an approved state
- Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL), 40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection
Preferred Qualifications
While not required, the following qualifications are preferred:
- College degree or some college completed
- 1 or more years of customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies
- Experience working in a technical help desk position
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As an Overnight Customer Care and Technical Support Advisor, you will have access to internal training programs, opportunities to expand your knowledge and support multiple clients, and the chance to work with a diverse range of technologies and systems.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive workplace, dedicated to fostering a culture of diversity, equity, and belonging. We believe in the power of a truly diverse and inclusive workforce and are committed to making a positive impact on the lives of our customers, partners, and employees. As a remote worker, you will be part of a virtual team, working collaboratively with colleagues from across the country.
Compensation, Perks, and Benefits
The pay rate for this position is $13/hour. We offer a competitive compensation package, including opportunities for professional growth and development, flexible working arrangements, and a range of benefits and perks.
Conclusion
If you are a motivated and customer-focused individual, with a passion for technology and a commitment to delivering exceptional service, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor with arenaflex, you will be part of a dynamic team, working to make a positive impact on the lives of our customers and communities. Apply now to join our team and start your journey with arenaflex!
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