At arenaflex, we're passionate about revolutionizing the way people live, work, and play by connecting them to what brings them joy. As a leading innovator in the industry, we're committed to empowering our customers with exceptional technical support and customer service. We're now seeking an experienced Fiber Customer Support Analyst to join our team and help us deliver unparalleled service to our customers.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that's dedicated to driving innovation, creativity, and impact in the world. Our team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging. Our mission is to empower our customers with the best network and entertainment solutions, and we're looking for talented individuals like you to help us achieve this goal.
**Your Role**
As a Fiber Customer Support Analyst, you'll be part of a tech support team in a call center, helping our Fios customers with their voice, data, and video services. You'll be responsible for troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. Your exceptional technical support and customer service skills will enable you to provide our customers with the best possible experience.
**Key Responsibilities**
* Answer incoming calls from customers with order inquiry and/or trouble reports
* Provide customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network
* Perform analysis and isolation of trouble conditions and create and sort trouble reports
* Utilize knowledge of communication and networking components to provide customers with service support and configuration of customer equipment
* Communicate clearly and professionally, delivering technical/industry information in a manner appropriate to the audience
* Work evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business
**What We're Looking For**
We're seeking a dedicated and customer-focused individual with a passion for delivering exceptional technical support and customer service. You'll thrive in a fast-paced work environment and enjoy helping our customers connect to the digital world. Your excellent communication skills, positive attitude, and technical expertise will enable you to succeed in this role.
**Essential Qualifications**
* A related Associate Degree or 2+ years' relevant experience
* Technical support call center experience
**Preferred Qualifications**
* Experience working with fiber and/or copper networks
* Knowledge of communication and networking components
* Familiarity with troubleshooting and problem-solving techniques
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong technical skills, including knowledge of hardware, software, and networking components
* Ability to analyze and resolve complex technical issues
* Strong problem-solving and critical thinking skills
* Ability to work independently and as part of a team
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:
* On-the-job training and mentorship
* Technical training and certification programs
* Leadership development programs
* Career advancement opportunities
**Work Environment and Company Culture**
As a remote employee, you'll work from home with occasional in-person trainings and meetings. Our company culture is collaborative, inclusive, and empowering, with a focus on diversity, equity, and inclusion. We celebrate our employees' differences and strive to create a workplace where everyone feels valued, connected, and empowered to reach their potential.
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including:
* A salary range of $707.50 to $1,804.50 weekly (based on a full-time schedule)
* Incentive-based compensation with the potential to earn more
* Comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance
* Award-winning total rewards package
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We're committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.
**How to Apply**
If you're passionate about delivering exceptional technical support and customer service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture, benefits, and career growth opportunities.
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