Experienced Part-Time Customer Technical Support Representative – Web & Cloud Application Development

Join arenaflex, a pioneering leader in research and learning, as we revolutionize the way the world learns.

About the Role:

We are seeking an experienced and highly motivated Part-Time Customer Technical Support Representative to join our highly-motivated 8-person support team at arenaflex. As a key member of our team, you will play a vital role in assisting 300,000 students and 2,000 instructors at 1,000 universities each year. Our team is dedicated to providing exceptional customer support, and we are looking for someone who shares our passion for delivering top-notch service.

About arenaflex:

arenaflex is a trusted leader in research and learning, with over 200 years of experience in publishing. We continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges.

Key Responsibilities:

* Utilize an electronic ticketing system to answer platform questions, examine and sometimes directly address content/platform bug reports, handle escalated tickets, and more.

• Review student/instructor feedback on the material and platform, addressing or escalating the feedback appropriately.
• Help students with accounts and subscriptions, as well as instructors with course setup.
• Respond promptly and professionally to customer inquiries to ensure customer satisfaction.
• Acknowledge and resolve customer complaints in a timely and effective manner.
• Communicate with customers through a ticketing system, providing deep product knowledge to answer questions.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as necessary to ensure seamless customer support.
• Provide feedback on the efficiency of the customer service process, identifying areas for improvement.
• Process feedback coming from our unique integrated feedback system and make small content corrections/improvements.

Essential Qualifications:

* Pursuing a degree in Computer Science, Engineering, Math, or a related field.

• Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly.
• Availability early mornings, afternoons, evenings, and weekends (flexible around school schedule).
• Strong written communication skills.
• Accuracy, attention to detail, professionalism, and reliability.

Desired Skills:

* Experience with electronic ticketing systems and customer support software.

• Strong problem-solving skills, with the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers and colleagues.
• Ability to work independently and as part of a team.
• Strong analytical and critical thinking skills, with the ability to identify areas for improvement.
• Familiarity with web and cloud application development, including HTML, CSS, and JavaScript.

Skills and Competencies:

* Strong technical aptitude, with the ability to learn and adapt to new technologies.

• Excellent communication and interpersonal skills, with the ability to work effectively with customers and colleagues.
• Ability to work independently and as part of a team.
• Strong analytical and critical thinking skills, with the ability to identify areas for improvement.
• Familiarity with web and cloud application development, including HTML, CSS, and JavaScript.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.

Career Growth Opportunities and Learning Benefits:

* arenaflex is committed to providing opportunities for growth and development, with a focus on internal mobility and career advancement.

• Our team is dedicated to learning and professional development, with regular training and workshops to enhance skills and knowledge.
• We offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• arenaflex is an equal opportunity/affirmative action employer, committed to providing a diverse and inclusive work environment.

Work Environment and Company Culture:

* arenaflex is a remote-friendly company, with a flexible work environment that allows for work-life balance.

• Our team is dedicated to providing exceptional customer support, with a focus on delivering top-notch service.
• We value diversity, equity, and inclusion, with a commitment to creating a workplace that is welcoming and inclusive for all employees.
• arenaflex is committed to fair, transparent pay, with a focus on providing competitive compensation and benefits.

Compensation and Perks:

* Salary range: $15-$21 USD per hour.

• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Flexible work environment, with a focus on work-life balance.
• Opportunities for growth and development, with a focus on internal mobility and career advancement.
• Recognition and rewards for outstanding performance and contributions.

How to Apply:

If you are a motivated and experienced customer support professional looking for a new challenge, please submit your resume and a cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity/affirmative action employer, committed to providing a diverse and inclusive work environment. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Apply for this job