Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for problem-solving? If so, we invite you to join arenaflex, a pioneering company dedicated to improving the lives of seniors and their caregivers through innovative communication solutions.
**About arenaflex**
arenaflex is a mission-driven organization that has been revolutionizing the way seniors connect with the world since 2011. Our commitment to communication and customer satisfaction has earned us a reputation as a trusted provider of cutting-edge technology and services. With a focus on ease of use, accessibility, and independence, we empower seniors to lead more meaningful and fulfilling lives.
**Our Story**
At arenaflex, we understand the profound impact of connection on individuals with hearing loss. Our near real-time phone captioning technology enables them to see what callers are saying, regaining their connection to the world. As a certified Federal Communications Commission (FCC) provider, we adhere to the highest industry standards of privacy, security, and professionalism. Our team is dedicated to exceeding customer expectations and delivering a world-class experience.
**Join Our Team**
We are seeking an experienced Customer Experience Technical Help Desk Supervisor to lead and develop a team of Technical Helpdesk Specialists. As a key member of our customer experience team, you will play a vital role in delivering exceptional support and service to our customers. If you are passionate about helping others, building relationships, and making a difference in the lives of seniors, we encourage you to apply.
**Key Responsibilities**
As a Customer Experience Technical Help Desk Supervisor, you will:
* Oversee the development, implementation, and administration of help desk staff training procedures and policies.
* Demonstrate ownership in troubleshooting and resolving technical issues, identifying trends, and root causes.
* Develop partnerships with cross-functional teams to improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives, and enhance the customer experience.
* Maintain and update records and tracking databases.
* Analyze reporting to identify performance trends and opportunities for improvement.
* Track and analyze trends in Help Desk requests and generate statistical reports.
* Provide weekly team and periodic 1:1 coaching to team members.
* Support and deliver the company culture and directives.
* Utilize ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
* Identify gaps in processes and partner to remediate.
* Ensure compliance guidelines are understood and followed.
* Maintain assigned team's attendance records.
* Complete trainings as scheduled and identify new opportunities for growth.
* Provide backup to peers and leadership when necessary.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Maintain consistent professional development through company-provided workshops, training, and development opportunities.
* Perform other related duties as assigned.
**The Kind of People We Look For**
We are seeking versatile individuals who thrive on variety and challenge, excited about working in a fast-paced environment, and innate problem solvers who want to grow in a flexible, collaborative culture. If you are a talented individual with a growth mindset who wants to use your learning and relationship-building skills, we encourage you to apply.
**Qualifications**
To be successful in this role, you will need:
* A Bachelor's degree in Networking and Systems Administration or equivalent work experience.
* Minimum 5+ years of successful technical leadership experience.
* Minimum 5+ years of successful call center leadership experience.
* A good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
* Excellent verbal and written communication skills, presentation, and problem-solving skills.
* Experience utilizing network monitoring platforms or custom tools.
* Willingness to work flexible schedules, including weekends.
* Strong problem-solving, time management, flexibility, and communication skills.
* Ability to multi-task, organize, and document many tasks at one time.
* Excellent verbal and written communication skills, presentation, and problem-solving skills.
* Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes.
* Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.
* Experience in professional and business writing.
* Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).
* Ability to problem solve with limited information.
* Ability to plan and manage at both strategic and tactical operational levels, working to achieve goals while overcoming obstacles and/or planning for contingencies.
* Strong computer skills and knowledge of basic telephone technology.
* Good organizational skills and attention to detail are essential.
* Good interpersonal and active listening skills.
* Exceptional customer service skills are a must.
**Physical Demands**
Employees may experience the following physical demands for extended periods of time:
* Sitting, standing, and walking (95-100%)
* Keyboarding (70-90%)
* Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)
**Work Environment**
This is a 100% Remote position, and you will work from home.
**Compensation**
The salary range for this position is $75,000 to $80,000 per year, determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate's qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.arenaflex.com/careers to explore our total rewards package.
**Intrigued to Learn More?**
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
**Disclaimer**
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
If you are ready to join a dynamic team that is changing lives, one connection at a time, apply now to become our next Customer Experience Technical Help Desk Supervisor.