**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! Apply for this job