At arenaflex, we're not just a call center – we're a team of dedicated professionals passionate about delivering exceptional customer experiences. As a Customer Support Analyst on our Fulfillment Support team, you'll be the primary point of contact for customers in production, responsible for responding to and resolving their issues in a timely and professional manner. If you're a customer service enthusiast with a knack for problem-solving and a passion for delivering top-notch support, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our Fulfillment Support team, you'll be part of a dynamic and collaborative environment that values teamwork, continuous learning, and professional growth.
**Responsibilities**
As a Customer Support Analyst, you'll be responsible for:
* Responding to and resolving customer issues via phone, email, chat, and online forums
* Providing technical support and training to customers, including problem identification and resolution, issue escalation, and follow-up
* Logging and tracking customer interactions using a problem management database
* Responding to and resolving open issues in a timely manner and maintaining historical records and related documentation
* Introducing customers to new products and services
* Accessing company and client resources to accurately handle customer inquiries
* Successfully multi-tasking between multiple systems, including the billing system and live chat platform
* Returning customer voice mails and assisting customers with billing department questions
* Requesting replacements, returns, and credits on behalf of customers using client systems and working with clients directly
* Maintaining good grammar and communicating effectively via online chat platforms
* Actively participating in efforts to support customer satisfaction and maintain quality
* Demonstrating flexibility and adaptability in a fast-paced environment
* Working off-peak hours, including some evening and weekend shifts (with advance notice)
**Key Skills & Competencies**
To succeed in this role, you'll need to possess:
* **Customer Focus**: a primary focus on customers and their needs, with a strong understanding of their expectations and a commitment to meeting or exceeding them
* **Teamwork**: the ability to work collaboratively with other team members to achieve team goals, share information, and credit team accomplishments
* **Flexibility/Adaptability**: a willingness to adapt to changing situations, modify preferred ways of doing things, and be open to different approaches
* **Communication**: strong written, oral, and listening skills, with the ability to help customers understand and retain messages and invite response and feedback
* **Technical Capacity**: the ability to use technology effectively and productively, with a commitment to continually updating skills and knowledge
* **Planning & Organizing**: the ability to organize work, set priorities, and determine necessary sequences of activities to achieve goals
* **Continuous Learning**: a commitment to developing professionally, focusing on team methodologies, and taking advantage of various opportunities for growth and development
**Qualifications**
To be considered for this role, you'll need to possess:
* A Bachelor's degree or equivalent education and experience
* Strong analytics and problem-solving skills
* Proven organizational skills with the ability to effectively manage multiple projects
* Excellent customer service experience or technical/help desk experience (a plus)
* 1 year of customer service or customer support experience
* 1 year of previous call center or office background experience required
* Previous remote work from home experience (a plus)
* Type 35 words per minute accurately
* Strong phone and verbal communication skills, with active listening
* Ability to speak, read, write, and understand English
* A background check applicable with state and federal laws
**Equipment and Software Requirements**
To perform this role, you'll need to have:
* A processor: Intel Core i5 5200 Series or greater
* Memory: 8GB on Windows 8.1 / 10 64 bits
* Screen Resolution: 1280x768 or higher, dual monitors required
* USB headset
* No Chromebooks, netbooks, or any type of tablet (must be a laptop or desktop)
* Up-to-date antivirus software installed on the platform and a recent scan completed
* Firewall enabled (will be checked prior to allowing login to system)
**Pay & Benefits**
As a Customer Support Analyst, you'll enjoy:
* Starting pay: $14/hr plus shift differential (extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
* Paid Training: typically 5 weeks in length from 8:00am-5:00pm Mon-Fri (CST)
* Status: Full Time; 40 hours; Benefit eligible 1st of month after 60 days
**Work Environment**
As a remote worker, you'll have the flexibility to work from the comfort of your own home, with the ability to create your own dedicated workspace. arenaflex will provide equipment and support to ensure you have everything you need to succeed in this role.
**How to Apply**
If you're a customer service enthusiast with a passion for delivering top-notch support, we want to hear from you! Apply now to join our Fulfillment Support team at arenaflex and take the first step towards a rewarding career in customer support.