**Experienced Customer Service Administrator - Remote**

Thrive in a culture of innovation and teamwork at arenaflex, a forward-thinking organization that values collaboration and customer satisfaction. We're seeking a detail-oriented and proactive Customer Service Administrator (CSA) to join our Digital Services Support Team (DSST) in a remote work environment.

• *About arenaflex**

arenaflex is a dynamic and innovative company that prides itself on delivering exceptional customer experiences. Our team is passionate about providing top-notch support to our clients, and we're looking for a talented individual to join our ranks. As a CSA, you'll be the face of arenaflex, interacting with clients and internal stakeholders to resolve issues and provide solutions.

• *Key Responsibilities**

As a Customer Service Administrator, you'll be responsible for:

• Managing customer support requests via tickets, email, chat, and phone
• Providing timely and accurate information for all support requests to both clients and the digital service support team
• Escalating requests where appropriate and when necessary
• Managing workorder and incident tickets within the ticketing system, triaging, routing, and guiding tickets to the appropriate teams
• Working with the DSST business analyst and project manager to triage tickets and understand client needs
• Setting expectations with clients throughout the support process
• Gathering, documenting, and analyzing customer feedback related to digital support requests
• Collaborating with the digital support team to relay insights and suggestions for product improvements
• Maintaining up-to-date records of customer interactions and resolutions
• Developing and updating user guides and other customer support documentation
• Working closely with UX/UI designers, developers, and product managers to ensure customer-centric design, functionality, accessibility, and branding standards
• Participating in meetings to provide customer perspectives and influence product development
• Assisting in tracking key performance indicators (KPIs) related to customer service and satisfaction
• Preparing reports on customer service trends and feedback for management review
• Identifying areas for improvement in customer service processes and digital product functionalities
• Collaborating with teams to implement solutions that enhance the customer experience

• *Qualifications**

To be successful in this role, you'll need:

• A Bachelor's degree in business, communications, or a related field (preferred)
• 5 years of experience in help desk or customer service and support within the technology space
• 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 (Jira, Confluence)
• Ability to manage many support tickets concurrently across multiple channels

• *Essential Skills and Competencies**

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong technical skills, including proficiency in Microsoft Office Suite and customer support tools
• Ability to learn and adapt to new technologies and processes
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Strong customer service skills, with a focus on providing exceptional experiences
• Ability to maintain confidentiality and handle sensitive information

• *Preferred Qualifications**

• Experience working in the public sector (Municipal, State, Federal government)
• Familiarity with digital products and services
• Experience working in a diverse cross-functional team
• Comfort in blazing a path through an ambiguous work environment
• Judgement in dealing effectively and diplomatically with all levels of government staff
• Ability to maintain strict confidentiality

• *Career Growth Opportunities and Learning Benefits**

As a CSA at arenaflex, you'll have the opportunity to:

• Develop your skills and expertise in customer service and support
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Collaborate with cross-functional teams to drive innovation and improvement
• Participate in training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

• *Work Environment and Company Culture**

arenaflex is a dynamic and innovative company that values collaboration, customer satisfaction, and employee well-being. Our remote work environment offers the flexibility and autonomy to work from anywhere, while our company culture is built on:

• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and development
• Innovation and creativity
• Customer-centricity and customer satisfaction

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive salary and benefits package, including:

• A comprehensive health insurance plan
• A 401(k) retirement savings plan
• Paid time off and holidays
• Flexible work arrangements and remote work options
• Professional development and training opportunities
• A dynamic and supportive work environment

• *How to Apply**

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we want to hear from you! Apply now to join our team as a Customer Service Administrator and take the first step towards a rewarding and challenging career at arenaflex.