At arenaflex, we believe that leaders are within us and among us, which is why we strive to inspire others by creating a future-forward path. Our mission? To connect all leaders to their future potential.
In partnership with the world's top business schools, we deliver career-enhancing programs for leaders and meaningful impact for enterprises. We're growing rapidly, and we're hiring passionate, diverse, mission-driven talent to grow with us.
**Job Summary:**
We're seeking an experienced Part-Time Tier 1 Customer Support Agent to join our remote team. As a Tier 1 Customer Support Agent, you will be the primary point of contact for our clients with questions about their online learning experience, including providing solutions for technical issues and logistical and administrative matters. You will serve high-level executives from premier companies all over the world, and candidates must exude professionalism and possess strong written communication skills.
**Key Responsibilities:**
* Enthusiastically support clients with their tech, logistical, and other needs via email, chat, phone, and web-based tools.
* Accurately identify and troubleshoot technical and non-technical issues in a timely manner for a global set of users with diverse environments and scenarios.
* Promptly escalate more complex problems to appropriate internal team members.
* Demonstrate a familiarity with standard concepts, practices, and procedures of our programs, learning content, and technical products (with training).
* Continuously endeavor to improve the quality of our support and service, both internally and externally.
* Monitor live online video conferencing events and provide live immediate assistance to participants.
**What You Need to Succeed:**
* 1-3 years of work experience, preferably with a SaaS company or a product/technology division.
* Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus.
* Strong communication skills—written and verbal—that recognizes and adapts to the wide range of arenaflex participants. Be well-versed and comfortable with email, phone, and video (if needed) etiquette in potentially challenging or urgent situations.
* Familiarity with Salesforce (or other CRM), website backend/administrative interfaces (e.g. Wordpress/Rails Admin), cloud-based tools, and exposure to help desk software.
* Outstanding task management skills across a varied set of responsibilities in a fast-paced, high-volume environment.
* Fluency in Spanish, French, or Japanese is highly valued.
**Work Environment and Company Culture:**
* Work remotely from the comfort of your own home or office.
* Collaborate with a diverse team of passionate and mission-driven individuals.
* Enjoy a flexible work schedule with the possibility of additional hours based on volume.
* Participate in ongoing training and professional development opportunities.
* Be part of a company that values diversity, equity, and inclusion.
**Benefits, Perks, and Resources:**
* Accelerate your career: take any of our high-impact courses, for free.
* You'll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future.
* Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements.
* Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings.
* Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences.
**Commitment to Diversity, Equity, and Inclusion:**
* We take diversity in hiring seriously, and encourage you to apply, even if you don't meet every bullet point to a "T."
* If you have a disability, or any other need that requires an accommodation, please reach out to the recruiting team - we're happy to help!
**How to Apply:**
To apply for this position, please submit a copy of your resume, brief cover letter (including how you heard about us), and an address to your LinkedIn profile. Candidates must be located and authorized to work in the US.
**Important Note:**
* Employment offer scams: We have been alerted to phishing schemes in which scammers may be posing as arenaflex recruiters and issuing false offers of employment - either via LinkedIn, text, or directly over email. Please be aware that any official arenaflex email communication will originate from an email address ending in "@arenaflex.com". Additionally, while our recruiters do contact potential candidates proactively via LinkedIn and we do occasionally partner with third-party recruitment agencies, no offer of employment will ever be made via LinkedIn or text, and all offers will be preceded by multiple formal conversations with recruiters and hiring managers conducted over Zoom. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official arenaflex letterhead.