Experienced Customer Support Associate, Bilingual German – Starlink Customer Experience Team at arenaflex

At arenaflex, we're revolutionizing the way people connect with the world. Our Starlink satellite constellation is poised to deliver low-latency broadband internet to every corner of the globe. As a key member of our Customer Support team, you'll be the face of Starlink to our customers, ensuring they have an exceptional experience with our cutting-edge technology. If you're passionate about delivering top-notch support, have a knack for problem-solving, and are fluent in German, we want to hear from you.

About arenaflex and the Starlink Customer Experience Team

arenaflex is a pioneering company that's pushing the boundaries of space technology. Our mission is to make humanity a multi-planetary species, and we're actively developing the technologies to make this possible. The Starlink Customer Experience Team is a dynamic and fast-paced group of professionals who are dedicated to providing world-class support to our customers. As a Customer Support Associate, you'll be part of a team that's passionate about delivering exceptional experiences and exceeding customer expectations.

Responsibilities

As a Customer Support Associate, you'll be responsible for:

• Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within arenaflex
• Provide technical support to customers using hardware, software, and network expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
• Create and maintain an internal knowledge base and help center collateral

Key Skills and Qualifications

To be successful in this role, you'll need:

• High school diploma or equivalency certificate
• 1+ years of experience in a front-line customer support role
• Fluency in English and German
• Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations
• Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive
• Strong attention to detail and time management skills. You take pride in your craft
• Willingness and ability to flex weekend and night shift hours as needed to support our growth
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

Additional Requirements

* Must be willing to work all shifts, overtime, holidays, and/or weekends as needed

• This is not a remote position and will require relocation if not already local to the Bastrop, TX area
• Must be available for one of the following shift schedules:

+ 1st shift: Monday - Friday (5:00AM - 3:30PM) + 2nd Shift: Monday - Friday (3:30PM - 2:00AM) + 3rd shift: Saturday - Wednesday (5:00AM - 3:30PM) + 4th shift: Saturday - Wednesday (3:30PM - 2:00AM)

ITAR Requirements

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applying to arenaflex

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now to join the arenaflex team and be part of a revolution that's changing the way people connect with the world. Apply to this job Apply for this job