Experienced Customer Support Specialist (WFH) – Technical Support – arenaflex
At arenaflex, we're revolutionizing the way our customers engage with the latest product offerings, media, and entertainment. As a Customer Support Specialist, you'll be the voice of arenaflex, delivering a best-in-class customer experience from the comfort of your home. We're seeking a highly skilled and motivated individual to join our team, taking on complex technical support calls and providing expert solutions to our consumer and business customers.
About arenaflex
arenaflex is a global leader in communications and technology, dedicated to delivering innovative solutions that transform the way people live, work, and connect. With a rich history of innovation and a commitment to excellence, we're shaping the future of technology and communication. As a member of our team, you'll be part of a dynamic and collaborative environment that fosters growth, learning, and success.
Job Summary
As a Customer Support Specialist, you'll serve as the first line of technical support for our customers, handling complex call types ranging from service support and billing to retention and repair. You'll need to be adept at troubleshooting technical issues, resolving customer impacting problems, and providing expert solutions to our products and services. Your success will depend on your ability to deliver a best-in-class customer experience, leveraging your technical expertise and problem-solving skills to drive customer satisfaction.
Key Responsibilities
* Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
- Troubleshoot and resolve customer impacting issues, such as voice and data issues spanning multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing.
- Assist customers with products and services, including laptop connect services, air cards, USB devices, initial setup, configuration of arenaflex provided software and applications.
- Proactively engage T3 support (network and IT) to address and resolve issues.
- Remain proficient in all billing, rate plan, and feature matters.
WFH Requirements
* Must have verified internet service (secure, reliable, and dedicated high-speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection).
- Must maintain workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy, etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).
- Be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
Preferred Qualifications
* 6 months to 1 year of customer service/sales work experience.
- Familiarity with Windows computers.
- An ability to deliver regular and reliable attendance.
What's in it for you?
* Paid-training that you'll be required to complete from home, as well as resources to encourage your career growth.
- A competitive compensation package, with variant pay dependent on experience.
- An amazing benefits package, including medical/dental coverage, 401(k) plan, tuition reimbursement, and paid time off.
- 50% employee discount on eligible arenaflex wireless plans (up to two accounts per employee) and wireless accessories, arenaflex wireless home phone and internet (up to 10 lines), arenaflex phone (formerly U-verse Voice) and Digital Life.
- 4-6 weeks of paid training on the latest technology, devices, and our entire lineup of products, services, and promotions.
About the Role
As a Customer Support Specialist, you'll have the opportunity to work with a wide range of customers, from individuals to businesses, providing expert solutions to their technical issues. You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences, and you'll have the chance to grow and develop your skills in a fast-paced and innovative environment.
Work Environment and Company Culture
At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe in fostering a culture of collaboration, innovation, and continuous learning, where our employees can grow and thrive. As a remote worker, you'll have the flexibility to work from the comfort of your own home, with the support of our team and the resources you need to succeed.
How to Apply
If you're ready to join our team and take on the challenge of delivering exceptional customer experiences, apply today! We're excited to hear from you and learn more about your skills and experience.
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