Experienced Customer Care & Technical Support Representative – Remote Call Center Environment

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer service and technical support. As a Customer Care & Technical Support Representative, you'll play a vital role in our remote call center environment, working with a talented team to provide top-notch support to our customers. If you're passionate about delivering outstanding customer experiences and resolving technical issues with ease, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative education solutions, dedicated to empowering students and educators to reach their full potential. Our cutting-edge technology and commitment to customer satisfaction have made us a trusted partner in the education industry. As a remote Customer Care & Technical Support Representative, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Job Summary

We're seeking an experienced Customer Care & Technical Support Representative to join our remote team. As a key member of our support team, you'll be responsible for delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. If you're a problem-solver with a passion for customer satisfaction, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Provide expert troubleshooting for K12-provided equipment (desktops, laptops, monitors, printers), addressing start-up/log-in issues, hardware damage, and software viruses.

• Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students.
• Offer comprehensive support for the K12 suite of learning systems and business applications.
• Promptly escalate unresolved issues to the appropriate Tiered support team.
• Handle the ordering and replacement of materials and computer equipment efficiently.
• Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements.
• Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Answer questions about installation, operation, configuration, and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.
• Remain knowledgeable of K12’s proprietary systems, various hardware product lines, current industry products and technologies.
• Escalate more complex issues with proprietary systems to the next tiered support team with urgency and/or escalate more complex hardware equipment issues to manufacturer.

Essential Qualifications

* High School Diploma / GED and relevant work experience, OR

• Minimum of 2 years’ experience in a similar call center role
• System Requirements:

+ Reliable High-speed internet connection (at least 50Mbps download speed and 10Mbps upload speed) + Ethernet connection preferred

• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage
• Thorough knowledge of home-based connectivity support
• Ability to work in a high call volume environment
• Strong telephone and email etiquette
• Strong verbal and written communication skills
• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
• Ability to maintain a professional home office without distraction during our hours of operation
• Attend virtual training via web cam
• Expertise in PC and Internet applications and use
• Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
• Proficiency in web-based applications (Salesforce experience a plus)
• Consultative approach to customer service
• Strong problem solving and analytical skills with a solutions-oriented approach
• Ability to work both independently and within a team-oriented environment
• Resilient and contributes to fostering positive team morale
• Ability to prioritize effectively and manage competing priorities to deliver and drive results
• Ability to own and execute projects
• Ability to respond appropriately to feedback and guidance
• Detail-oriented
• Expertise in Microsoft Windows 7, 8, 10 and XP Operating Systems
• High level of quality and accountability for work product
• Ability to clear the required background check

Desired Qualifications

* Prior experience with K12/arenaflex

• Previous customer service work
• Salesforce Experience
• Work Environment:

+ This is a work-from-home (WFH) position and open to residents of the U.S. 50 states and D.C. + Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Compensation & Benefits

arenaflex offers a competitive compensation package, including:

• Hourly rate: $16.50 per hour
• Temporary/contractor role
• Benefits package for eligible employees, including health benefits, retirement contributions, and paid time off
• Opportunities for career growth and professional development

How to Apply

If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job