Experienced Overnight Customer Care and Technical Support Advisor – Remote Work Opportunity with arenaflex

Introduction to arenaflex

arenaflex is a leading provider of innovative solutions, supporting a vast and diverse community across the globe. Our mission is to empower individuals and organizations through dynamic, data-informed experiences, fostering an environment where everyone can achieve their goals. We believe in the power of diversity, inclusion, and belonging, and we are committed to making these values a foundational part of our hiring practices and company culture.

About the Role

We are seeking a highly skilled and technically proficient Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our support team, you will be responsible for addressing customer concerns, providing technical assistance, and ensuring the optimal running of our systems. This is a remote work opportunity, offering flexibility and the chance to work from the comfort of your own home.

Key Responsibilities

• Addressing customer concerns and providing timely resolutions
• Providing introductory information to new users on various products and services
• Resolving end-user inquiries via multiple technologies, including telephony, chat, and web-based inquiries
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Troubleshooting hardware and software issues
• Completing software installations and updates
• Establishing good relationships with all departments and colleagues
• Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email
• Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Managing and resolving identified client issues for assigned customer accounts
• Documenting information into a web-based ticketing system
• Searching and navigating the knowledge base to identify appropriate resolutions for client issues
• Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
• Projecting a favorable image of arenaflex to promote its objectives and goals that enhance client relationships
• Participating in internal training programs to expand knowledge and support multiple clients
• Providing delightful, efficient, and accurate resolutions to customer inquiries
• Completing special projects as requested by management
• Demonstrating empathy, patience, and flexibility during phone calls
• Handling multiple job tasks at one time and escalating issues in a timely manner

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Ability to work from 10:00 pm - 7:00 am EST, including weekends
• Availability to train from 9:00 am - 6:00 pm EST for three weeks
• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Strong interpersonal skills and a high degree of customer service ethic
• Ability to communicate clearly, both written and orally, with customers, faculty, students, staff, and team members
• Ability to walk customers through outlined problem-solving processes, using our knowledge base system
• Ability to ask questions to determine the nature of the problem
• Ability to perform remote troubleshooting
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• High School diploma or equivalent combination of education and experience
• Must be at least 18 years old
• Excellent oral and written communication skills
• Previous computer experience (building, configuring, troubleshooting)
• Knowledge of internet applications
• Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
• Familiarity with education-related technologies
• Analytical orientation with strong attention to detail
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• Willing to accept a temporary assignment
• Must reside in an approved state
• Must be able to work from home with a high-speed internet connection (Cable, Fiber, DSL) and meet the following internet requirements:
  • 40 Mbps Download
  • 20 Mbps Upload
  • 100ms Ping or less
  • Jitter: 40 MS or less
  • Hardwired Connection
  • Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred Qualifications

While not essential, the following qualifications are preferred:

• College degree or some college completed
• 1 or more years of customer service or contact center experience
• Previous experience in the education industry and with e-learning technologies
• Experience working in a technical help desk position

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a member of our team, you will have access to internal training programs, opportunities to expand your knowledge and support multiple clients, and the chance to work with a diverse range of technologies and systems.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive company, dedicated to fostering a positive and supportive work environment. We believe in the importance of diversity, inclusion, and belonging, and we are committed to making these values a foundational part of our company culture. As a remote worker, you will be part of a virtual team, working closely with colleagues from across the country.

Compensation, Perks, and Benefits

The pay rate for this position is $13/hour. We use national and industry-specific survey data to assist in determining compensation, and we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Additionally, we offer a range of perks and benefits, including flexible working hours, opportunities for career growth and development, and a supportive and inclusive work environment.

Conclusion

If you are a highly skilled and technically proficient individual, with a passion for customer service and technical support, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor with arenaflex, you will be part of a dynamic and inclusive team, working to provide innovative solutions and support to a diverse range of customers. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the arenaflex family!

Apply Now