Experienced Customer Support Specialist – Cloud and Edge Infrastructure

At arenaflex, we're revolutionizing the way the internet works, and we're looking for a talented Customer Support Specialist to join our Engineering Team. If you're passionate about delivering exceptional customer experiences and have a knack for troubleshooting complex technical issues, we want to hear from you.

About arenaflex

arenaflex is a global leader in cloud and edge infrastructure, providing cutting-edge solutions for web performance, content delivery, and security. Our team of experts collaborates with industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix to accelerate AI training, provide innovative cloud services, and optimize content delivery. We're proud to be trusted by millions of people worldwide, who use our infrastructure and services to power their favorite apps, social media content, and video games.

Job Description

As a Customer Support Specialist at arenaflex, you'll be the first point of contact for our customers and internal users, providing top-notch support via chat, email, and phone. You'll be responsible for:

• Handling customer inquiries and resolving technical issues related to our products and services, such as CDN, Streaming, DNS, and more
• Providing consultations and technical diagnostics to help customers troubleshoot and resolve issues
• Collaborating with internal teams to escalate complex issues and ensure timely resolution
• Maintaining accurate records of customer interactions and issue resolutions

Key Responsibilities:

* First-line support for customers and internal users via chat, email, and phone

• Provide consultations and technical diagnostics to resolve customer issues
• Collaborate with internal teams to escalate complex issues and ensure timely resolution
• Maintain accurate records of customer interactions and issue resolutions
• Stay up-to-date with arenaflex products and services to provide expert support

Qualifications

We're looking for a highly motivated and organized individual with:

• 1+ year of technical support experience
• Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Good understanding of hardware and software diagnostics (reading logs, etc.)
• English level B2 or higher
• Excellent customer advocacy and soft skills
• Strong problem-solving abilities
• Quick learner, organized, and a team player
• Responsible, polite, and optimistic with strong communication skills
• Able to explain complex concepts clearly and simply
• Skilled at prioritizing tasks

Nice to Have:

* Experience with Cloud, CDN, or Hosting

• Experience with Linux and API

Schedule:

This position operates on a rotating schedule of two consecutive day shifts followed by two days off. Shift hours are 12 hours long, including a 1-hour break, and are anchored to 04:00 UTC to 16:00 UTC. Local time adjustments will be made based on whether Serbia is observing UTC +2 or UTC+ 1.

What We Offer:

At arenaflex, we value our employees and offer a comprehensive benefits package designed to support your health, well-being, and professional growth:

• Competitive salary
• Flexible working hours
• Remote, hybrid, or office work options depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family
• 5 additional vacation days
• Additional fully paid sick leave days
• Allowance for significant life events and birthdays
• Language classes
• Modern office space with free snacks, drink, and entertainment options
• Team sports activities

About the Company:

arenaflex is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries. Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.

Equal Opportunity Employer:

We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics. If you're passionate about delivering exceptional customer experiences and have a knack for troubleshooting complex technical issues, we want to hear from you. Apply now to join our team at arenaflex and be part of our mission to transform the internet together! Apply for this job