Experienced IT Customer Care Technical Coordinator – Remote
Join arenaflex, a leading technology company, in revolutionizing the way we interact with technology. As an IT Customer Care Technical Coordinator, you will be at the forefront of delivering exceptional customer experiences, leveraging your technical expertise to resolve complex issues and drive business growth.
About arenaflex
arenaflex is a technology company founded in 2013, with a vision to become the fastest technology solutions provider across industries. Our mission is to act as a key business partner across industries by enabling the generation of new profitable business through the use of our unique know-how to develop technology. We deliver SPEED, and our current successes are in the online TV industry. We provide a wide range of products covering User Authentication & Authorization Services, Content Aggregation & Distribution, and App Development for End Users, aimed at Content Providers and Multiple Services Operators.
Our Success Stories
We are proud to have worked with renowned clients such as WARNER MEDIA, NBC UNIVERSAL, SONY, ATRESMEDIA, PARAMOUNT, and DIRECTV, among others. Our products are used by hundreds of Content Providers and Service Operators in five continents, and 90% of internet traffic related to Online TV in Latin America goes through arenaflex.
What Challenges Await You?
As an IT Customer Care Technical Coordinator, you will be responsible for:
- Primary Client Contact: Serve as the main point of contact for clients, demonstrating a customer-oriented approach. Report status updates and collaborate on all requirements, incidents, or situations that may arise.
- Incident Resolution: Assess, categorize, and prioritize incidents to determine their criticality. Manage and resolve incidents promptly to minimize client impact while maintaining high communication standards and ensuring alignment with service level agreements (SLAs).
- Communication and Coordination: Facilitate effective communication between clients and technical teams to ensure all parties are informed and aligned.
- Technical Analysis: Analyze technical issues to provide clear explanations to clients and actionable insights for development teams.
- Documentation Management: Maintain comprehensive documentation of incidents, including root cause analysis, resolution steps, and post-incident reviews.
- Guarantee and Adherence: Ensure adherence to agreed Service Level Agreements (SLAs) with clients and Operational Level Agreements (OLAs) internally.
- Measurement and Reporting: Measure and report SLA and OLA performance both internally to upper management and externally to clients.
- Escalation Handling: Assess when to escalate issues to higher management or specialized teams and manage the escalation process effectively.
- Resource Allocation: Ensure necessary resources and personnel are allocated to effectively manage and resolve incidents.
- Own and manage the incident process, tools, and priorities, ensuring efficient operation and continuous improvement of incident management practices. Participate in post-incident reviews and contribute to developing strategies to prevent future incidents.
* Availability: Be prepared to handle incidents outside regular office hours as part of a 24/7 support commitment.
Minimum Requirements
To succeed in this role, you will need:
- Communication Skills: Excellent written and verbal communication skills in English and Spanish; Portuguese is optional but desired. Ability to convey complex technical issues clearly to diverse audiences, including executive briefs to top management.
Strong understanding of technical concepts
, including databases (SQL and NoSQL), REST APIs, and SOAP services.
Familiarity with technologies
such as Node.js, MongoDB, Kubernetes, Docker, and React.js.
- Problem-Solving Ability: Demonstrated ability to quickly assess situations, identify root causes, and develop effective solutions.
- Incident Management Skills: Experience managing multiple incidents or problems simultaneously, focusing on meeting timelines and milestones.
- Programming Knowledge: Familiarity with at least one programming language and experience with third-party service integrations.
- Stress Management: Ability to work effectively under pressure and manage high-stress situations calmly.
- Proactive Attitude: Willingness to learn and adapt quickly, both through formal training and independent research.
- Team Collaboration: Ability to work effectively with cross-functional teams, building strong relationships to facilitate incident resolution.
- Escalation Management: Experience managing the escalation process and knowing when and how to escalate issues to upper management or specialized teams efficiently.
What will you get from us?
We know that extraordinary people do not choose their jobs based only on the benefits, but we make a great effort to make sure that each of us who are part of arenaflex can achieve success and improve every day.
About the Team
Besides hiring the best talent, we believe diversity in terms of perspectives, ideas, and cultures helps create the best products and solutions. At arenaflex, we work with cutting-edge technology to build robust, high-availability systems, able to handle high load and concurrency. We look for people bringing fresh ideas from the high concurrency system design, non-structured data organization, distributed computing, API design, and Mobile areas. As a member of the Development team, you will work in a project critical to our success, with the chance to switch products as our portfolio evolves. We need versatile people, who enjoy challenges at every stage of the development cycle, who push the envelope and make things happen. arenaflex will always be a technology company. We hire people throughout the technical spectrum, who impact the life of millions of people through their work.
Join our team
and be part of a dynamic and innovative company that is shaping the future of technology. Apply now and take the first step towards an exciting career with arenaflex. Apply to this job Apply for this job