Experienced Full Stack Customer Service Representative – Tech Support – TX Only (WAH-Seasonal)
Are you passionate about delivering exceptional customer experiences and making a real difference in people's lives? Do you have a knack for technical support and a flair for customer service? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Customer Service Representative to join our team in San Antonio, TX. As a key member of our team, you will provide top-notch technical support and customer service to our clients, helping them resolve issues and achieve their goals.
About arenaflex
At arenaflex, we're more than just a customer service company – we're a global leader in customer experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. Our mission is simple: to make lives better, one interaction at a time. We believe that every interaction with our clients is an opportunity to make a positive impact, and we're committed to delivering exceptional customer experiences that exceed our clients' expectations.
The Role
As a Full Stack Customer Service Representative, you will be the primary point of contact for our clients, providing technical support and customer service via phone, email, online chat, and social media. You will work closely with our clients to identify and resolve technical issues, document customer interactions, and provide feedback reports on call issues related to downtime and/or training issues. You will also be responsible for upselling to customers as necessary and tracking call-related information for auditing and reporting purposes.
Responsibilities
* Provide technical support and customer service to clients via phone, email, online chat, and social media
- Identify and resolve technical issues, document customer interactions, and provide feedback reports on call issues related to downtime and/or training issues
- Upsell to customers as necessary
- Track call-related information for auditing and reporting purposes
- Collaborate with internal groups to define or update Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
- Provide Alorica Management updates/alerts regarding Alorica tools, software or system outages, and major incidents as well as trending customer issues
- Attend and engage in continuous training to fulfill job responsibilities
Qualifications
* Has, at minimum, a high school diploma or GED equivalent
- Has a minimum of three (3) years of experience combined in consumer product technical support/technology experience or background, call center, customer service, chat and/or social media interactions
- Has strong customer services skills with an emphasis on critical thinking skills and active listening skills; using empathy demonstrates effective probing questioning to work with customers to identify root causes of issues and move to resolution
- Is articulate with a high level of business writing skill in order to accurately and completely understand and document technical issues from customers
- Must be able to multi-task with navigating systems while communicating with customers
- Is able to support higher customer volume; potential for back-to-back calls and/or case work
- Proficient with support of browser-based programs. Understanding of major internet browsers (Chrome, Edge, Safari, Firefox). Basic understanding of Microsoft Office applications. Salesforce experience is a plus
- Meets arenaflex's guidelines on technical setup requirements to include ethernet connection, and a distraction-free work area for training and working from home
Why Join arenaflex?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as arenaflex employees, giving back matters just as much – that's why we're so proud of Making Lives Better with arenaflex, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
Benefits
As an arenaflex employee, you may receive:
- Paid training
- Medical and dental benefits
- Paid time off
- Retirement planning options (401(k))
- Employee discounts through client programs
Career Growth Opportunities
Working at arenaflex means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. arenaflex offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you're at your best, that's when we're at our best.
Work Environment and Company Culture
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and fun. We believe that every employee deserves to feel valued, respected, and empowered to succeed. Our company culture is built on a foundation of teamwork, innovation, and customer obsession, and we're always looking for talented individuals who share our values and passion for delivering exceptional customer experiences.
How to Apply
If you're passionate about delivering exceptional customer experiences and making a real difference in people's lives, we want to hear from you! Apply now to join our team as a Full Stack Customer Service Representative in San Antonio, TX. Apply for this job