At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a dedicated Live Chat Support Specialist, you'll be at the forefront of this mission, providing top-notch support and technical assistance to our subscribers and users. If you're passionate about delivering service excellence, have a knack for troubleshooting, and thrive in a dynamic work environment, we want to hear from you!
**About arenaflex**
arenaflex is a unique national trade association providing advocacy, financial services, and business support services to over 900 consumer-owned electric cooperatives across the country. Our team is united by our mission, inclusive culture, collaborative workspace, and commitment to service excellence. As a "best place to work" employer, we operate with integrity, transparency, and a spirit of innovation.
**Our Finance Department**
arenaflex's Finance department manages the accounting, financial planning/budgeting, and procurement operations across a broad range of entities and businesses that support arenaflex and its affiliated organizations, trusts, and other entities. We're a team of dynamic individuals collaborating across arenaflex to implement best practices and provide innovative business solutions. We enable the good stewardship of member funds across arenaflex by diligently embracing our core values of transparency and fiscal responsibility.
**Position Summary**
As a Live Chat Support Specialist, you'll be responsible for providing excellent support and technical assistance to subscribers and users primarily through chat and follow-up emails for service-related inquiries. You'll troubleshoot and resolve service issues, perform validation of configurations, and assist with service provisioning and turn-up. Your attention to detail and ability to accurately document tickets will ensure seamless communication and resolution of issues.
**Essential Responsibilities and Duties**
* **Help Desk Support**
+ Provide Tier 1 technical assistance and incident resolution to all subscribers.
+ Conduct follow-up to Broadband technician and external helpdesk service escalations.
+ Troubleshoot basic network & connectivity issues.
+ Assist subscribers with making changes to services.
+ Provide prompt and accurate feedback to subscribers.
+ Escalate unresolved support issues.
+ Alert management to emerging trends in incidents.
* **Service Provisioning & Audit**
+ Perform audits of Data and Voice provisioning to validate configuration against service orders.
+ Assist Broadband technician with Data/Voice service provisioning and turn-up.
+ Ensure consistency of data across multiple business applications.
+ Interface with multiple parties to ensure smooth flow of communication between all stakeholders.
* **Information Technology Documentation**
+ Track and manage technical issue tickets using as much detail as possible.
+ Maintain up-to-date subscriber documentation.
+ Assist with documentation of networks and systems.
**Qualifications**
* **Documentation & Data Entry skills**
* **Maintain high level of professionalism and courteous demeanor**
* **Ability to multi-task, meet deadlines, and manage time efficiently**
* **Ability to troubleshoot problems and analyze data**
* **Training in customer service and support or operations is preferred**
**Benefits**
* **Medical and Dental Insurance**
* **Pension Plan funded 100% by the company**
* **401(k) Plan with up to 5% employer match**
* **Group Life Benefits**
* **Short-Term and Long-Term Disability**
* **Paid Holidays**
* **Paid Personal and Sick Leave**
* **Educational Assistance**
**Why Join arenaflex?**
At arenaflex, we cultivate and reward a commitment to delivering service excellence to our members every day. Our culture emphasizes a strong sense of diversity, integrity, and belonging, driven by our core values of collaboration, communication, creative problem-solving, and accountability. The work we do to develop and administer industry-leading employee benefit plans and services is diverse and intellectually challenging, and the results help improve the quality of life for hardworking Americans all across the country.
**Ready to Join Our Team?**
If you're motivated by mission and values, as well as competitive pay and outstanding benefits, then this is the place for you. Apply today and let's build the future together!