Are you looking for a career change that offers a perfect blend of flexibility, growth opportunities, and a chance to make a real impact on people's lives? Do you want to join a forward-thinking global organization that values its employees, fosters a culture of inclusivity, and encourages continuous learning and development? If so, we invite you to explore the exciting opportunity of becoming an Experienced Customer Service/Technical Support Representative at arenaflex.
**About arenaflex**
arenaflex is a global leader in customer experience (CX) solutions, helping the world's best-known brands improve their businesses through exceptional customer experiences, ongoing innovation, and cutting-edge technologies. Our mission is to empower our clients to deliver outstanding customer experiences that drive loyalty, retention, and growth. With a diverse team of over 40,000 employees from 40 countries, we are united as "One arenaflex," working together to make a positive impact on our customers, communities, and the world.
**Career Growth and Personal Development**
At arenaflex, we believe that our employees are our greatest asset. That's why we invest heavily in their growth and development, offering a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned. In fact, about 80% of our managers and leaders have been promoted from within, demonstrating our commitment to internal talent development and career advancement.
**What You Will Do in This Role**
As an Experienced Customer Service/Technical Support Representative at arenaflex, you will play a critical role in delivering exceptional customer experiences to our clients' customers. Your responsibilities will include:
* Assisting external users of our clients' technical products or services, identifying, investigating, researching, and providing resolution to user questions and problems.
* Troubleshooting basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products.
* Focusing on customer experience-driven troubleshooting versus traditional transactional approaches.
* De-escalating customers and following appropriate escalation paths to resolve technical issues.
* Solving problems that are generally unstructured and require extensive use of conceptual thinking skills.
* Ensuring service delivered to our customers meets contractual Key Performance Indicator (KPIs).
* Greeting agents in a courteous, friendly, and professional manner using agreed-upon procedures.
* Listening attentively to customer needs and concerns, demonstrating empathy while maximizing opportunities to build rapport with the customer.
* Probing for understanding.
**Your Qualifications**
To succeed in this role, you will need to possess the following skills, knowledge, and personal qualities:
* One year of related technical experience preferred.
* A non-Apple, non-Chromebook personal desktop or laptop (BYOD).
* Relevant technical expertise related to our programs (working knowledge of hardware, software, networking, data storage, troubleshooting, and repair) preferred.
* Courteous with a strong customer service orientation.
* Ability to effectively communicate, both written and verbally.
* Ability to learn, including strong problem-solving skills.
* Dependable with proficient attention to detail.
* Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly.
* Ability to work as a team member, as well as independently with minimal supervision.
* Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
**What's in It for You**
As an Experienced Customer Service/Technical Support Representative at arenaflex, you can expect a comprehensive benefits package, including:
* World Clean Up Day, #MyOneEarthPromise, and other opportunities to support our communities and the world.
* Events that celebrate Diversity, Equity, and Inclusion, such as Juneteenth, Pride Month, Black History Month, National Women's Day, and our favorite local community event, the Arnold Days Parade!
* Paid training (Customize to time – and other specifics).
* US Full benefits – 401K (U.S. ONLY), medical, dental, vision, and an employee assistance program (EAP), which includes free short-term counseling sessions for a full range of personal issues and assistance in achieving a healthy work-life balance.
* Concentrix also offers a stock purchasing program, Huang Leadership Development Scholarship, and career development through our very own online university, the CNXU!
* The opportunity to shine in and grow your career with clear paths for development – we invest in you!
* Networking and leadership opportunities with Staff Resource Groups, such as the Network of Women, Black Professionals Network, Pride, and Ability.
* IRise Mentorship programs to help you create the strong foundation to a rewarding career.
* Global citizenship, sustainability, and team event opportunities that help you make a difference in your community and beyond!
* Trained wellness partners to support you, as well as wellness training opportunities.
* A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from, and grow with.
**Reimagine the Best Version of You!**
If this opportunity resonates with you, we invite you to apply today and discover why over 300,000 people around the globe call arenaflex their "employer of choice" – proudly united as "One arenaflex."
**Location:** USA, OH, Work-at-Home
**Language Requirements:** English
**Time Type:** Full-time
**Physical & Mental Requirements:** While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.
**Eligibility to Work:** In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
**Where Job May be Performed:** Currently, this position may be performed only in the states listed here.
**arenaflex is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.**
For more information regarding your EEO rights as an applicant, please visit the following websites:
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To request a reasonable accommodation, please click here.
If you wish to review the Affirmative Action Plan, please click here.
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