Experienced Customer Experience Technical Help Desk Supervisor – Remote Opportunity

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for problem-solving? If so, we invite you to join arenaflex, a pioneering company dedicated to improving the lives of seniors and their caregivers through innovative communication solutions.

About arenaflex

arenaflex is a mission-driven organization that has been revolutionizing the way seniors connect with the world since 2011. Our commitment to communication and customer satisfaction has earned us a reputation as a trusted provider of cutting-edge technology and services. By harnessing the power of enhanced automatic speech recognition, human captioning, and innovative product development, we empower individuals with hearing loss to regain their connection to the world. As a leader in the industry, arenaflex is certified by the Federal Communications Commission (FCC) and adheres to the highest standards of privacy, security, and professionalism. Our team is dedicated to exceeding customer expectations and delivering a world-class experience through every interaction.

Job Summary

We are seeking an experienced Customer Experience Technical Help Desk Supervisor to join our remote team. As a key member of our customer experience team, you will be responsible for leading and developing a team of Technical Helpdesk Specialists to deliver exceptional customer experiences. This role requires a unique blend of technical expertise, leadership skills, and a passion for customer satisfaction.

Key Responsibilities

* Oversee the development, implementation, and administration of help desk staff training procedures and policies

• Demonstrate ownership in troubleshooting and resolving technical issues, identifying trends and root causes
• Develop partnerships with cross-functional teams to improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives, and enhance the customer experience
• Maintain and update records and tracking databases
• Analyze reporting to identify performance trends and opportunities for improvement
• Track and analyze trends in Help Desk requests and generate statistical reports
• Provide weekly team and periodic 1:1 coaching to team members
• Support and deliver the company culture and directives
• Utilize ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands
• Identify gaps in processes and partner to remediate
• Ensure compliance guidelines are understood and followed
• Maintain assigned team's attendance records
• Complete trainings as scheduled and identifies new opportunities for growth
• Provide backup to peers and leadership when necessary
• Monitor and test fixes to ensure problems have been adequately resolved
• Maintain consistent professional development through company-provided workshops, training, and development opportunities

The Kind of People We Look For

* Versatile individuals who thrive on variety and challenge

• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service, and Quality

Qualifications

* Bachelor's degree in Networking and Systems Administration or equivalent work experience

• Minimum 5+ years of successful technical leadership experience
• Minimum 5+ years of successful call center leadership experience
• Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP
• Excellent verbal and written communication skills, presentation, and problem-solving skills
• Experience utilizing network monitoring platforms or custom tools
• Willingness to work flexible schedules, including weekends
• Requires strong problem-solving, time management, flexibility, and communication skills
• Must have the ability to multi-task, organize, and document many tasks at one time
• Excellent verbal and written communication skills, presentation, and problem-solving skills
• Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes
• Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment
• Experience in professional and business writing
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms)
• Ability to problem solve with limited information
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies
• Must have strong computer skills and knowledge of basic telephone technology
• Good organizational skills and attention to detail are essential
• Must have good interpersonal and active listening skills
• Exceptional customer service skills are a must

Physical Demands

* Employees may experience the following physical demands for extended periods of time: + Sitting, standing, and walking (95-100%) + Keyboarding (70-90%) + Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)

Work Environment

* 100% Remote: Work environment is at home

Compensation

* $75,000 to $80,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate's qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.arenaflex.com/careers to explore our total rewards package.

Why Join arenaflex?

* Opportunity to work with a pioneering company that is changing lives through innovative communication solutions

• Collaborative and flexible work environment
• Comprehensive benefits package
• Professional development opportunities
• Chance to make a meaningful impact on the lives of seniors and their caregivers

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job