Experienced Customer Service Administrator – Digital Services Support Team
Job Summary:
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our Digital Services Support Team at arenaflex as a Customer Service Administrator (CSA). As a CSA, you will be the primary point of contact for internal agencies and external customers, guiding the intake and ticketing processes for our daily submissions and owning each request from initial query to successful completion. This is a unique opportunity to make a meaningful impact on customer satisfaction and contribute to the growth and success of arenaflex.
About arenaflex:
arenaflex is a dynamic and innovative organization that is revolutionizing the way we deliver digital services. Our team is passionate about creating exceptional customer experiences and is committed to excellence in everything we do. We believe in fostering a culture of collaboration, innovation, and continuous learning, and we are seeking like-minded professionals to join our team.
Key Responsibilities:
As a Customer Service Administrator, you will be responsible for:
Customer Support:
Manage all customer inquiries via tickets, email, chat, and phone regarding digital products and services. Provide timely and accurate information for all support requests to both clients and the digital service support team, escalating requests where appropriate and when necessary.
Feedback Integration:
Gather, document, and analyze customer feedback related to digital support requests. Collaborate with the digital support team to relay insights and suggestions for product improvements.
Documentation Management:
Maintain up-to-date records of customer interactions and resolutions. Develop and update user guides, and other customer support documentation.
Cross-Functional Collaboration:
Work closely with UX/UI designers, developers, and product managers to ensure customer-centric design, functionality, accessibility, and branding standards.
Reporting and Analytics:
Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction. Prepare reports on customer service trends and feedback for management review.
Process Improvement:
Identify areas for improvement in customer service processes and digital product functionalities. Collaborate with teams to implement solutions that enhance the customer experience.
Qualifications:
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Education:
Bachelor's degree in business, communications, or a related field preferred.
Experience:
5 years of experience in help desk or customer service and support within the technology space.
Skills:
+ Excellent verbal and written communication skills. + Strong problem-solving abilities with attention to details. + Strong organizational and multitasking abilities. + Strong time management and ability to prioritize. + Strong technical competency along with willingness and ability to learn new tools. + Familiarity with component-based content management systems: Sitecore a bonus. + Proficiency in Microsoft Office Suite. + Experience with customer support tools: Helix, Footprints a plus. + Experience with project management tools such as Jira, and Confluence. + Ability to manage many support tickets concurrently across multiple channels.
Competencies:
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Communication skills:
Advanced (7-9 years)
Consolidation planning and management:
Advanced (7-9 years)
IT Communication Specialist:
Advanced (7-9 years)
Learning ability:
No
Team work:
Advanced (7-9 years)
What We Offer:
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Competitive salary:
Arenaflex offers a competitive salary that reflects your skills and experience.
Benefits package:
Our benefits package includes comprehensive health insurance, retirement savings plan, and paid time off.
Opportunities for growth:
Arenaflex is committed to the growth and development of our employees. We offer opportunities for professional development, training, and advancement.
Flexible work arrangements:
As a remote employee, you will have the flexibility to work from anywhere and at any time that suits you.
Collaborative work environment:
Our team is passionate about creating exceptional customer experiences and is committed to excellence in everything we do.
How to Apply:
If you are a motivated and customer-centric professional who is passionate about delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job