Experienced Customer Service Technical Support Representative – Crafting a World-Class Experience

At arenaflex, we're passionate about empowering creativity and innovation in everyone. As a Customer Service Technical Support Representative, you'll play a vital role in delivering exceptional support to our customers, ensuring they have an unparalleled experience with our products and services. If you're a customer-centric individual with a passion for crafting and a knack for technical troubleshooting, we want to hear from you!

About arenaflex

arenaflex is a leading provider of smart cutting machines, crafting essentials, and creative software. Our mission is to make the power of handmade accessible to everyone, providing beautiful, easy-to-use tools that inspire creativity and self-expression. We're a diverse and dynamic team of thinkers, dreamers, and makers who believe in the transformative power of creativity.

Job Description

We're seeking an experienced Customer Service Technical Support Representative to join our world-class Member Care Representative team in South Jordan, Utah. As a key member of our team, you'll provide technical support to customers via phone, email, and chat, ensuring they receive exceptional service and support for our products and services.

Key Responsibilities:

* Provide technical support to customers via phone, email, and chat, resolving issues related to our products, software, and services.

• Document and escalate complex support issues to internal and external teams as required.
• Maintain accurate records of technical support incidents, including associated data, files, and records.
• Achieve performance standards, including service ticket SLA, handle time, quality, productivity, attendance, and professionalism.
• Engage customers by offering education on additional products or services to enhance their experience.
• Provide how-to information and knowledge to customers using our crafting products.
• Demonstrate proficiency with all arenaflex products through on-the-job training.
• Effectively communicate and simplify technical terms for customers while troubleshooting products of a creative, technical, or mechanical nature.

Requirements:

* One or more years of experience in a high-touch, face-to-face customer service role, call/contact center, or customer service representative with technical support or troubleshooting as a primary job function.

• Intermediate knowledge of Windows and Mac operating systems, with above-average provable experience troubleshooting hardware and software issues.
• Intermediate troubleshooting capability for iOS and Android phones or tablets, with above-average provable experience troubleshooting hardware and software issues.
• Ability to accurately type 40+ wpm.
• Competent diagnosing basic to intermediate technical issues involving software applications and interfaces.
• Provable experience resolving customer-related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues.
• Sound interpersonal skills and a commitment to providing accurate information to customers regarding arenaflex's products and services.
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy.
• Upper-Intermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or C1 (Advanced) level).

Preferred Qualifications:

* Multi-lingual candidates with proficiency in English and French, Spanish, or Portuguese.

• Experience using arenaflex products.
• A passion for any type of crafting.

What We Offer:

* Competitive Medical, Dental, and Vision coverage.

• 401(k) match.
• Generous PTO.
• Yearly lifestyle stipend to support your wellness and passions.
• Exclusive employee discounts.
• A dynamic and creative work environment with opportunities for growth and development.

What We're Looking For:

* A customer-centric individual with a passion for crafting and technical troubleshooting.

• A team player with excellent communication and interpersonal skills.
• A problem-solver with a bias for urgency and a commitment to delivering high-quality results.
• A creative thinker who can simplify complex technical terms for customers.

How to Apply:

If you're a motivated and customer-focused individual with a passion for crafting and technical support, we want to hear from you! Please attach your resume, cover letter, and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. arenaflex participates in E-Verify.

Apply Now:

Don't miss this opportunity to join our dynamic team and make a difference in the lives of our customers. Apply now and become a part of the arenaflex family! Apply for this job