We are urgently hiring for a highly skilled and motivated Customer Technical Support Specialist to join our team at arenaflex. As a key member of our customer support team, you will be responsible for providing exceptional technical assistance and customer education to our residential and small business customers. If you have a passion for customer service, are a problem-solver, and enjoy working in a fast-paced environment, we encourage you to apply.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that help protect and connect families, businesses, and communities. With a rich history dating back to 1874, we have been at the forefront of the smart home security industry, delivering cutting-edge products and services that make a real impact on people's lives. Our mission is clear: we help save lives for a living. We are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills, and we strive to ensure every employee and applicant feels valued.
**Job Summary**
As a Customer Technical Support Specialist, you will be the primary point of contact for our customers, providing technical assistance and customer education to resolve their issues and concerns. You will work independently in a fast-paced environment, multitasking across multiple systems and applications, and using guided workflows to troubleshoot technical issues. You will also be responsible for presenting our Virtual Service Call process, assisting customers with scheduling onsite technician visits, and providing excellent customer interactions and experiences.
**Responsibilities**
* Self-manage and work independently in a fast-paced, constantly changing environment
* Multitask across multiple systems and applications, including guided workflows to troubleshoot technical issues
* Receive customer inbound phone calls for various alarm system and home automation issues, providing technical assistance and customer education
* Troubleshoot technical issues using guided workflows, with the goal of solving the customer's issue while on the phone
* Regular, consistent, and punctual attendance
* Present our Virtual Service Call process to customers, saving them time and money if the problem can't be solved on the call
* Assist customers with scheduling onsite technician visits, after positively positioning Virtual and self-serve options
* Provide excellent customer interactions and experiences, using empathy, soft skills, and connecting with the customer
* Work from home (WFH) position must have a private work area that is quiet and free of distractions, and meets company standards with adequate internet bandwidth to perform the role
* Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
* Be fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements
**What's in it for you?**
* You play an important role in saving lives for a living
* arenaflex will provide all necessary equipment and resources to allow you to be successful in your role, including paid on-the-job training
* Competitive pay, paid time off, pet insurance, and other compensation perks (401(k) + matching, comprehensive medical benefits, etc.)
* Tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more
* Shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts
* Pathway to promotion, with opportunities to learn and train to explore exciting opportunities across the arenaflex family
**Qualifications/Requirements**
* High school diploma or equivalent
* Troubleshooting skills
* Strong organizational skills
* Excellent communication skills (both verbal and written)
* Reliable and dependable
* Ability to empathize and connect with the customer
* Ability to multitask with ease, effectively prioritize tasks, and be a self-starter
* Demonstrated proficient problem-solving & customer de-escalation skills
**Experience**
* Minimum of one (1) year of customer service experience required
* Technical experience is a plus but not required
**Skills**
* Excellent communication skills
* Able to type at least 35 wpm
* Intermediate knowledge of computer applications
* Strong organizational skills
**Pay and Benefits Disclosure**
The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 30 days until the rate of $20.00 is reached). We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.
**arenaflex is an Equal Employment Opportunity (EEO) Employer**
We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex website] to learn more.
**Apply Today!**
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now to become a part of our dynamic and supportive team at arenaflex.