Experienced Remote Customer Technical Support Specialist – Home Security and Automation
At arenaflex, we're dedicated to helping save lives for a living. As the #1 smart home security provider in the U.S., we're committed to protecting and connecting families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. We're looking for a talented and passionate individual to join our team as a Remote Customer Technical Support Specialist, where you'll play a vital role in saving lives for a living.
About arenaflex
arenaflex has been in the business of helping save lives since 1874. Our mission is clear: we help save lives for a living. We're a company that's well-positioned to continue meeting and exceeding our customers' evolving needs. We take pride in upholding a rewarding work experience for all of our team members. Our commitment to diversity, equity, and inclusion is reflected in our team, which represents a variety of backgrounds, perspectives, and skills.
Job Summary
As a Remote Customer Technical Support Specialist, you'll be responsible for providing exceptional customer service and technical support to residential and small business customers. You'll be the primary point of contact for customers experiencing issues with their alarm systems and home automation systems. Your goal will be to resolve technical issues efficiently and effectively, while also providing a positive customer experience.
Responsibilities
* Provide technical assistance and customer education to customers experiencing issues with their alarm systems and home automation systems
- Troubleshoot technical issues using guided workflows and resolve issues while on the phone
- Present the Virtual Service Call process to customers, which saves them time and money if the problem can't be solved on the call
- Assist customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options
- Provide excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer
- Work independently in a fast-paced, constantly changing environment and multitask across multiple systems and applications
- Regular, consistent, and punctual attendance is required
- Meet or exceed performance metrics and standards
- Participate in ongoing performance improvements and technological enhancements
What's in it for you?
* You'll 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 (401k + 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 learn and train for 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.
Work Environment and Culture
As a Remote Customer Technical Support Specialist, you'll work from home in a quiet and distraction-free workspace that meets company standards. You'll have access to all necessary equipment and resources to perform your role. Our company culture values diversity, equity, and inclusion, and we're committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills.
How to Apply
If you're passionate about providing exceptional customer service and technical support, and you're looking for a rewarding career where you can make a real impact, apply now to join our team as a Remote Customer Technical Support Specialist. Visit our website at [arenaflex website URL] to learn more about our company and our team. Apply for this job