Experienced Full Stack Customer Support Specialist – Live Chat and Billing Resolution

At arenaflex, we're on a mission to revolutionize the way companies interact with their customers. As a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners, we've built a reputation for delivering high-quality work and exceptional customer support. With a team of passionate professionals committed to excellence, we're now seeking a skilled and motivated Level 1 Chat Support Agent to join our remote team.

About arenaflex

arenaflex is a dynamic and innovative company that's been at the forefront of the outsourcing industry for over seven years. Our expertise lies in providing technical, operational, and back-office support to a diverse range of clients. We're proud of our collaborative approach, which has enabled us to build strong relationships with our clients and deliver outstanding results. Our team is comprised of talented individuals who share a passion for delivering exceptional work and making a positive impact.

Position Overview

We're looking for a highly skilled and committed Level 1 Chat Support Agent to join our remote team. As a key member of our support team, you'll be responsible for assisting customers through live chat, addressing their inquiries, and ensuring a positive support experience. This role is ideal for individuals with strong communication skills, a desire to help others, and a willingness to learn and grow.

Responsibilities

As a Level 1 Chat Support Agent, you'll be responsible for:

• Helping customers with processing payments and billing issues, account access issues, modifying plans and add-ons, processing cancellations and refunds, updating account information, and questions about different pricing plans available to customers
• Handling 2-3 concurrent live chats, ensuring timely and effective resolution of customer inquiries
• Collaborating with our team to resolve complex customer issues and provide exceptional support
• Staying up-to-date with product knowledge and industry trends to provide informed and accurate support
• Participating in ongoing training and development to enhance your skills and knowledge
• Contributing to the growth and success of our support team through your expertise and passion for customer support

Skills & Experience

To succeed in this role, you'll need:

• Over 3 years of level 1 chat support experience handling billing and account-related queries
• Experience with help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk
• Exceptional written and verbal English communication skills
• Experience supporting customers using WordPress (nice to have)
• Strong problem-solving skills, with the ability to think critically and creatively
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple chats simultaneously

Attitude

We're looking for a team player with a supportive and friendly attitude, who:

• Is proactive and has a can-do approach to work
• Genuinely enjoys helping people solve their problems and cares about customer experience
• Is passionate about continuous learning and self-improvement
• Is flexible and adaptable, with the ability to work effectively in a remote team environment

Additional Information

* This is a fully remote position with a standard 40-hour fixed-schedule work week

• It's essential that you have a reliable internet connection, as any downtime will significantly impact performance on live chat support
• The exact work schedule depends on the client that you're assigned to, but is often an afternoon or night schedule, so having flexibility when it comes to schedule is important
• We have a company culture that focuses on the well-being of its team members, with a good work-life balance and respectful work environment
• This role has the potential for growth into technical support and so would be ideal for anyone looking to advance their career in customer support

What We Offer

* Fully remote work arrangement

• Paid training
• Equipment provided
• HMO
• Competitive salary: £30,000 - £35,000 per month
• Opportunities for growth and professional development
• Collaborative and supportive team environment
• Flexible work schedule and remote work options

We Want to Hear From You!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. We're excited to hear from talented individuals who share our passion for customer support and are eager to join our team. Apply for this job