At arenaflex, we're on a mission to revolutionize the way people shop for home goods and furniture. As a leading e-commerce company, we're committed to providing an exceptional customer experience through our innovative products, competitive prices, and convenient online shopping platform. We're now seeking an experienced Full Stack Technical Support Associate to join our team and help us deliver world-class customer support to our customers.
**About arenaflex**
arenaflex is an American e-commerce company that specializes in home goods and furniture. Founded in 2002, we've grown to become one of the largest online stores in the United States for furniture, decor, appliances, and other family essentials. Our mission is to make it easy for customers to find the perfect products for their homes, while providing a seamless and enjoyable shopping experience.
**Job Summary**
As a Full Stack Technical Support Associate at arenaflex, you'll be the first point of contact for our customers, providing top-notch technical support, troubleshooting, and customer service through phone, ticketing system, chat, and daily tracking of IT Slack channels. You'll work independently and as part of a team to ensure that our customers receive the best possible experience, and that their issues are resolved efficiently and effectively.
**Key Responsibilities**
* Serve as the first line of contact and provide best-in-class customer support, issue resolution, and technical troubleshooting to customer queries through phone, ticketing system, chat, and daily tracking of IT Slack channels.
* Interact with customers in a courteous, friendly, and expert manner, and concentrate attentively to customer needs and concerns; exhibit empathy.
* Use available resources to answer, analyze, and prioritize calls and chats from customers experiencing issues with hardware, software, and other computer-related problems.
* Ensure the accurate documentation of the issue and the Service Now ticketing system correctly displays the issue, including priority and category.
* Determine the correct category of the issue; route ticket to the appropriate decision team.
* Resolve issues within your ability set, including basic troubleshooting, account resets, and identifying apparent hardware failures.
* Advise and work with the customer on basic preemptive troubleshooting responsibilities before escalating ticket to the appropriate tier for further decision.
* Route authorized requests for hardware, track hardware requests status on behalf of the customer.
* Provide proactive communication with the customer and update them on ticket status.
**What You'll Need**
* Knowledge of basic computer operations (Windows / Apple).
* Ability to work as part of a team and independently, as required.
* Strong interpersonal and communication skills, both written and verbal, when working with various audiences, including business customers, technical customers, developers, etc.
* Experience responding to customer support requests.
* Good time management skills to ensure that we meet our commitments within the time limit.
* A willingness to learn and develop skills to keep up with a changing industry.
**What We Offer**
* Competitive salary and benefits package.
* Opportunity to work with a leading e-commerce company in the home goods and furniture industry.
* Collaborative and dynamic work environment.
* Professional development and growth opportunities.
* Recognition and rewards for outstanding performance.
* Comprehensive training and onboarding program.
* Access to cutting-edge technology and tools.
* Flexible work arrangements, including remote work options.
**Why Join arenaflex?**
* arenaflex is a leader in the e-commerce industry, with a strong reputation for innovation, customer satisfaction, and employee satisfaction.
* We offer a dynamic and collaborative work environment, with opportunities for growth and development.
* Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on our customers' lives.
* We're a company that values diversity, equity, and inclusion, and we're committed to creating a workplace that's welcoming and inclusive for all employees.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional technical support, we want to hear from you! Please submit your application today, and let's work together to revolutionize the way people shop for home goods and furniture.