Experienced Live Chat Support Specialist – Customer Service and Technical Assistance
At arenaflex, we're committed to delivering exceptional customer experiences and innovative solutions that drive success. As a dedicated Live Chat Support Specialist, you'll play a vital role in providing top-notch technical assistance and support to our subscribers and users. If you're passionate about delivering service excellence, troubleshooting complex issues, and working collaboratively with a dynamic team, we want to hear from you!
About arenaflex
arenaflex is a unique national trade association providing advocacy, financial services, and business support services to over 900 consumer-owned electric cooperatives across the country. Our mission is to empower our members to achieve their goals, and our inclusive culture, collaborative workspace, and commitment to service excellence make us a "best place to work" employer. We operate with integrity, transparency, and a spirit of innovation, and we're dedicated to delivering industry-leading employee benefit plans and services that improve the quality of life for hardworking Americans.
Our Finance Department
arenaflex's Finance department manages the accounting, financial planning/budgeting, and procurement operations across a broad range of entities and businesses that support arenaflex and its affiliated organizations, trusts, and other entities. We're a team of dynamic individuals collaborating across arenaflex to implement best practices and provide innovative business solutions. We enable the good stewardship of member funds across arenaflex by diligently embracing our core values of transparency and fiscal responsibility.
Position Summary
As a Live Chat Support Specialist, you'll be responsible for providing excellent support and technical assistance to subscribers and users primarily through chat and follow-up emails for service-related inquiries. You'll troubleshoot and resolve service issues, perform validation of configurations, and assist with service provisioning and turn-up. Your attention to detail and ability to accurately document tickets will ensure seamless communication with our subscribers and internal teams.
Essential Responsibilities and Duties
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Help Desk Support
+ Provide Tier 1 technical assistance and incident resolution to all subscribers. + Conduct follow-up to Broadband technician and external helpdesk service escalations. + Troubleshoot basic network & connectivity issues. + Assist subscribers with making changes to services. + Provide prompt and accurate feedback to subscribers. + Escalate unresolved support issues. + Alert management to emerging trends in incidents.
Service Provisioning & Audit
+ Perform audits of Data and Voice provisioning to validate configuration against service orders. + Assist Broadband technician with Data/Voice service provisioning and turn-up. + Ensure consistency of data across multiple business applications. + Interface with multiple parties to ensure smooth flow of communication between all stakeholders.
Information Technology Documentation
+ Track and manage technical issue tickets using as much detail as possible. + Maintain up-to-date subscriber documentation. + Assist with documentation of networks and systems.
Qualifications
* Documentation & Data Entry skills: You'll need to accurately document tickets and maintain up-to-date subscriber information.
- High level of professionalism and courteous demeanor: Our subscribers expect exceptional service, and you'll be the face of arenaflex in many cases.
- Ability to multi-task, meet deadlines, and manage time efficiently: You'll need to juggle multiple tasks and prioritize your work to ensure seamless support.
- Ability to troubleshoot problems and analyze data: You'll need to think critically and resolve complex issues to provide top-notch support.
- Training in customer service and support or operations is preferred: While not required, experience in customer service or operations will give you a competitive edge.
Benefits
* Medical and Dental Insurance: We care about your health and well-being, and we offer comprehensive medical and dental insurance plans.
- Pension Plan funded 100% by the company: We're committed to your long-term financial security, and our pension plan ensures you'll be well taken care of in retirement.
- 401(k) Plan with up to 5% employer match: We want to help you save for your future, and our 401(k) plan with employer match will give you a head start.
- Group Life Benefits: We care about your family's well-being, and our group life benefits will provide peace of mind.
- Short-Term and Long-Term Disability: We want to ensure you're protected in case of unexpected events, and our short-term and long-term disability plans will provide financial security.
- Paid Holidays: We believe in work-life balance, and our paid holidays will give you time to relax and recharge.
- Paid Personal and Sick Leave: We care about your physical and mental health, and our paid personal and sick leave will give you time to focus on yourself.
- Educational Assistance: We want to help you grow professionally, and our educational assistance program will support your ongoing education and development.
Why Join arenaflex?
We're a dynamic, inclusive, and mission-driven organization that values diversity, integrity, and belonging. Our culture emphasizes collaboration, communication, creative problem-solving, and accountability, and we're committed to delivering service excellence to our members every day. If you're motivated by mission and values, as well as competitive pay and outstanding benefits, then this is the place for you!
Apply Today!
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. We can't wait to hear from you and explore how you can contribute to our team's success! Apply for this job