Experienced Remote Customer Technical Support Specialist – Home Security and Automation

Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex's dynamic Customer Technical Support Team as a Remote Customer Technical Support Specialist. As a key member of our team, you will play a vital role in providing top-notch technical assistance and customer education to our residential and small business customers.

About arenaflex

arenaflex has been a leader in the home security and automation industry since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our commitment to innovation, advanced technology, and strategic partnerships enables us to deliver products and services that help protect life and valuables, whether at home, your business, or on the go. At arenaflex, our mission is clear: we help save lives for a living.

Job Summary

As a Remote Customer Technical Support Specialist, you will be responsible for providing technical assistance and customer education to our residential and small business customers via inbound phone calls. You will troubleshoot technical issues, walk customers through guided workflows, and present our Virtual Service Call process to save customers time and money. Your passion for customer service and ownership of the customer experience will be essential in delivering comprehensive issue resolution and de-escalating situations with customers.

Responsibilities

* Self-manage and work independently in a fast-paced, constantly changing environment

• Multitask across multiple systems and applications to provide technical assistance and customer education
• Receive customer inbound phone calls for various alarm system and home automation issues
• Troubleshoot technical issues using guided workflows to solve customer problems while on the phone
• Present our Virtual Service Call process to customers to save time and money
• Assist customers with scheduling onsite Technician visits if required
• Provide excellent customer interactions and experiences using empathy, soft skills, and connecting with the customer
• Maintain a private work area that is quiet and free of distractions, with adequate internet bandwidth to perform the role
• 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 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.

About the Team

arenaflex is committed to hiring team members who are passionate about providing exceptional customer service. We understand the importance of customer satisfaction and its impact on career development. Our team is dedicated to upholding a rewarding work experience for all team members, with opportunities for growth and development.

How to Apply

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we invite you to apply for the Remote Customer Technical Support Specialist position at arenaflex. Please visit our website to submit your application and join our team today! Apply for this job