At arenaflex, we're revolutionizing the way people connect and access information with our cutting-edge Starlink broadband internet system. As a key player in the space industry, we're not just building satellites and spacecraft – we're building a future where humanity can explore the stars. And we're looking for talented individuals like you to join our team and help us achieve this ambitious goal.
**About arenaflex**
arenaflex is a pioneering company that's pushing the boundaries of space technology and exploration. Founded on the principles of innovation and collaboration, we're a team of passionate individuals who share a common vision: to make humanity a multi-planetary species. With a strong focus on customer satisfaction and support, we're committed to delivering exceptional experiences to our users around the world.
**Job Summary**
As an Experienced Customer Support Associate on our Starlink team, you'll play a critical role in ensuring that our customers receive the best possible support and service. You'll be the first point of contact for customers experiencing issues with our Starlink system, and you'll work closely with our internal teams to resolve problems, identify trends, and design effective support interventions. If you're a problem-solver with a passion for customer service, we want to hear from you!
**Responsibilities**
* Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)
* Provide technical support to customers using hardware, software, and network expertise
* Be a relentless internal advocate for the customer within arenaflex. Understand customer concerns, address them, and ensure their satisfaction
* Surface product, process, and training issues by pairing quantitative and qualitative methods
* Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
* Create and maintain an internal knowledge base and help center collateral
**Basic Qualifications**
* High school diploma or equivalency certificate
* 1+ years of experience in a front-line customer support role and/or customer service
**Preferred Skills and Experience**
* 6+ months of customer support via phone, chat, email, voice, etc.
* Excellent problem-solving and sleuthing skills
* Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
* Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
* Ability to work within a team environment
* Excellent empathy, active listening, and resiliency skills
* Strong attention to detail and excellent time management
* Experience in a training, learning and development, analytics, service design, vendor management, or content management role
* Demonstrated experience in a high-growth, fast-paced environment
* Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
* Written/verbal business fluency in English
**Additional Requirements**
* Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
* This is not a remote position, is onsite at the Bastrop facility, and will require relocation if not already local to the Bastrop, TX area
* Computer skills and experience working with customer support tools
* Strong Attendance is an essential function of the role
* Must be available for one of the following shift schedules:
+ 2nd Shift: Monday - Friday (3:30PM - 2:00AM)
+ 3rd shift: Saturday - Wednesday (5:00AM - 3:30PM)
+ 4th shift: Saturday - Wednesday (3:30PM - 2:00AM)
**ITAR Requirements**
* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about space technology and exploration, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore the possibilities of working together to make humanity a multi-planetary species!