**Experienced Customer Service Technical Support Representative – Crafting a World-Class Experience**

At arenaflex, we're passionate about empowering creativity and innovation in everyone. As a Customer Service Technical Support Representative, you'll play a vital role in delivering exceptional support to our customers, ensuring they have an unparalleled experience with our products and services. If you're a customer-centric individual with a passion for crafting and a knack for technical troubleshooting, we want to hear from you!

• *About arenaflex**

arenaflex is a leading provider of smart cutting machines, crafting essentials, and creative software. Our mission is to make the power of handmade accessible to everyone, providing beautiful, easy-to-use tools that inspire creativity and self-expression. We're a diverse and dynamic team of thinkers, dreamers, and makers who believe in the transformative power of creativity.

• *Job Description**

We're seeking an experienced Customer Service Technical Support Representative to join our world-class Member Care Representative team in South Jordan, Utah. As a key member of our team, you'll provide technical support to customers via phone, email, and chat, ensuring they receive exceptional service and support for our products and services.

• *Key Responsibilities:**

• Provide technical support to customers via phone, email, and chat, resolving issues related to our products, software, and services.
• Document and escalate complex support issues to internal and external teams as required.
• Maintain accurate records of technical support incidents, including associated data, files, and records.
• Achieve performance standards, including service ticket SLA, handle time, quality, productivity, attendance, and professionalism.
• Engage customers by offering education on additional products or services to enhance their experience.
• Provide how-to information and knowledge to customers using our crafting products.
• Demonstrate proficiency with all arenaflex products through on-the-job training.
• Effectively communicate and simplify technical terms for customers while troubleshooting products of a creative, technical, or mechanical nature.

• *Requirements:**

• One or more years of experience in a high-touch, face-to-face customer service role, call/contact center, or customer service representative with technical support or troubleshooting as a primary job function.
• Intermediate knowledge of Windows and Mac operating systems, with above-average provable experience troubleshooting hardware and software issues.
• Intermediate troubleshooting capability for iOS and Android phones or tablets, with above-average provable experience troubleshooting hardware and software issues.
• Ability to accurately type 40+ wpm.
• Competent diagnosing basic to intermediate technical issues involving software applications and interfaces.
• Provable experience resolving customer-related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues.
• Sound interpersonal skills and a commitment to providing accurate information to customers regarding arenaflex's products and services.
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy.
• Upper-Intermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or C1 (Advanced) level).

• *Preferred Qualifications:**

• Multi-lingual candidates with proficiency in English and French, Spanish, or Portuguese.
• Experience using arenaflex products.
• A passion for any type of crafting.

• *What We Offer:**

• Competitive Medical, Dental, and Vision coverage.
• 401(k) match.
• Generous PTO.
• Yearly lifestyle stipend to support your wellness and passions.
• Exclusive employee discounts.
• A dynamic and creative work environment with opportunities for growth and development.

• *What We're Looking For:**

• A customer-centric individual with a passion for crafting and technical troubleshooting.
• A team player with excellent communication and interpersonal skills.
• A problem-solver with a bias for urgency and a commitment to delivering high-quality results.
• A creative thinker who can simplify complex technical terms for customers.

• *How to Apply:**

If you're a motivated and customer-focused individual with a passion for crafting and technical support, we want to hear from you! Please attach your resume, cover letter, and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• *Equal Opportunity Employer:**

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. arenaflex participates in E-Verify.

• *Apply Now:**

Don't miss this opportunity to join our dynamic team and make a difference in the lives of our customers. Apply now and become a part of the arenaflex family!