**Join arenaflex's mission to empower cyber security professionals and make our world a safer place**
Are you passionate about delivering exceptional customer service and working in a fast-paced, dynamic environment? Do you thrive in a remote setting and have a strong analytical mind? If so, we invite you to join arenaflex's team as a Customer Support Specialist. As a vital member of our Digital - Courseware Development - Operations business unit, you will play a key role in providing timely, professional support to customers and employees, ensuring their needs are met and exceeded.
**About arenaflex**
arenaflex is a leading organization in the field of cyber security, dedicated to empowering professionals with the practical skills and knowledge they need to make our world a safer place. Founded in 1989, arenaflex has been at the forefront of information security thought leadership, fueling its mission with high-quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources. Our data, research, and top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need.
**Our Culture**
At arenaflex, our culture is defined by Mission, Brand, and People. We strive to hire individuals who understand the importance of continuing to fight against cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We value employees whose personal values align with our culture of fairness, honesty, customer focus, and pragmatic approach (People).
**Summary of Position**
We are seeking an experienced Customer Support Specialist to join our team, responsible for delivering exceptional service to customers and employees. Working in a fast-paced, remote environment, you will provide timely, professional support via telephone and email, assisting with a wide range of inquiries, including policy clarifications, payment processing, troubleshooting, and suggesting process improvements to enhance customer experience.
**Key Responsibilities**
* Respond to customer and employee inquiries via phone and email, ensuring professional and timely resolutions.
* Troubleshoot and resolve issues while adhering to service level agreements.
* Process payment information securely and in accordance with PCI requirements.
* Maintain a sense of urgency and prioritize activities based on customer demands and schedules.
* Collaborate with team members to improve procedures for efficiency and effectiveness.
* Provide input and suggestions for enhancing the customer support process.
* Handle multiple activities with attention to detail and meet deadlines in a dynamic environment.
* Participate in occasional on-call rotations, after-hours, or weekend support as required.
* Support in-person events as needed (up to 10% travel).
* Learn and retain significant amounts of technical information in a short time frame.
* Adapt and apply coaching and demonstrate continuous improvement.
* Perform additional duties as assigned.
**Essential Qualifications**
* Exceptional verbal, written, and listening communication skills.
* Previous Call Center and Work from Home experience.
* Strong analytical and problem-solving abilities to resolve complex issues.
* Team-oriented interpersonal skills to interface effectively with colleagues, vendors, and customers.
* Self-motivated with the ability to work independently but willing to seek assistance when necessary.
* Meticulous attention to detail, ensuring accuracy in resolving customer-facing issues.
* Proficiency with keyboard and Windows-based applications.
* Ability to thrive in a remote environment while maintaining productivity and focus.
* Receptive to detailed performance feedback and committed to personal growth.
**Preferred Qualifications**
* Associate's degree or higher.
* Previous experience in a call center or customer service role.
* Familiarity with IT service management tools (ServiceNow and Salesforce experience is a plus).
* Experience handling payments in compliance with PCI standards.
**Reporting Relationships**
This position will report to the Global Customer Service Supervisor and has no direct reports.
**Work Environment**
Remote work environment
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact arenaflex Human Resources.
**In addition, all qualified applicants with arrest or conviction records will be considered for employment.**
**California residents for arenaflex privacy notice for California job applicants**
The base salary range for this position is between $45,000 and $50,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
**Benefits**
* Medical
* Dental
* Vision
* Short-Term Disability
* 401(k) with company match
* Employee Assistance Program
* Supplemental Life Insurance and AD&D
* Paid Time Off
* Company Paid Holidays
* Volunteer Paid Time Off
**Department**
Courseware Development - Operations
**Employment Type**
US Employee | Full-Time
**Minimum Experience**
Entry-level
**Compensation**
$21 - $24 per hour
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your application through our website.