Experienced Live Chat Support Specialist – Customer Service and Technical Assistance
At arenaflex, we're on a mission to provide exceptional support and services to our members, and we're looking for a talented and dedicated individual to join our team as an Experienced Live Chat Support Specialist. As a key member of our customer service team, you'll be responsible for providing top-notch technical assistance and support to our subscribers and users through live chat and follow-up emails. If you're passionate about delivering exceptional customer experiences and have a knack for troubleshooting technical issues, we want to hear from you!
About arenaflex
arenaflex is a unique national trade association that provides advocacy, financial services, and business support services to over 900 consumer-owned electric cooperatives across the country. Our employees are united by our mission, inclusive culture, collaborative workspace, and commitment to service excellence. As a "best place to work" employer, we operate with integrity, transparency, and a spirit of innovation. Our Finance department manages the accounting, financial planning/budgeting, and procurement operations across a broad range of entities and businesses that support arenaflex and its affiliated organizations, trusts, and other entities.
Key Responsibilities and Duties
As an Experienced Live Chat Support Specialist, you'll be responsible for: ### Help Desk Support
- Providing Tier 1 technical assistance and incident resolution to all subscribers
- Conducting follow-up to Broadband technician and external helpdesk service escalations
- Troubleshooting basic network & connectivity issues
- Assisting subscribers with making changes to services
- Providing prompt and accurate feedback to subscribers
- Escalating unresolved support issues
- Alerting management to emerging trends in incidents
### Service Provisioning & Audit
- Performing audits of Data and Voice provisioning to validate configuration against service orders
- Assisting Broadband technician with Data/Voice service provisioning and turn-up
- Ensuring consistency of data across multiple business applications
- Interfacing with multiple parties to ensure smooth flow of communication between all stakeholders
### Information Technology Documentation
- Tracking and managing technical issue tickets using as much detail as possible
- Maintaining up-to-date subscriber documentation
- Assisting with documentation of networks and systems
Essential Qualifications
* Strong documentation and data entry skills
- High level of professionalism and courteous demeanor
- Ability to multi-task, meet deadlines, and manage time efficiently
- Ability to troubleshoot problems and analyze data
- Training in customer service and support or operations is preferred
Preferred Qualifications
* Experience in a similar role or industry
- Knowledge of technical support software and systems
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
Benefits
* Medical and Dental Insurance
- Pension Plan funded 100% by the company
- 401(k) Plan with up to 5% employer match
- Group Life Benefits
- Short-Term and Long-Term Disability
- Paid Holidays
- Paid Personal and Sick Leave
- Educational Assistance
Why Join arenaflex?
At arenaflex, we cultivate and reward a commitment to delivering service excellence to our members every day. Our culture emphasizes a strong sense of diversity, integrity, and belonging, driven by our core values of collaboration, communication, creative problem-solving, and accountability. The work we do to develop and administer industry-leading employee benefit plans and services is diverse and intellectually challenging, and the results help improve the quality of life for hardworking Americans all across the country. If you're motivated by mission and values, as well as competitive pay and outstanding benefits, then this is the place for you!
How to Apply
If you're ready to join a dynamic, inclusive, and mission-driven team, please submit your application through our website. We can't wait to hear from you! Apply Now! For more job opportunities, please click here! Apply for this job