**Experienced Customer Support Specialist – K12 Tutoring**

At arenaflex, we're dedicated to revolutionizing the way students learn and grow. As a leading provider of K12 tutoring services, we're committed to delivering exceptional support to our customers, empowering them to achieve their full potential. We're seeking an experienced and passionate Customer Support Specialist to join our team, providing top-notch assistance to our customers, including parents, students, and educators. **About arenaflex** arenaflex is a dynamic and innovative company that's passionate about making a difference in the lives of students and educators. Our mission is to provide high-quality, personalized learning experiences that cater to the unique needs of each student. With a focus on customer satisfaction and a commitment to excellence, we're dedicated to building a community of learners who are empowered to succeed. **Job Summary** As a Customer Support Specialist at arenaflex, you'll be the face of our company, providing exceptional support to our customers through various communication channels, including phone, email, chat, and web. You'll be responsible for handling escalated technical and service issues, collaborating with internal teams to resolve issues, and improving processes to enhance the customer experience. If you're a customer-centric individual with a passion for problem-solving and a commitment to excellence, we want to hear from you! **Key Responsibilities** * Handle escalated technical and service issues from Level 1 support via phone, web, chat, and email * Assist customers with platform access, scheduling, payments, and tutor-related concerns * Collaborate with internal teams to analyze trends, resolve recurring issues, and improve processes * Work closely with the Product team to test new features and create Standard Operating Procedures (SOPs) * Serve as a liaison between customers and internal teams to ensure timely resolution of issues * Respond to customer service/technical issues both in written word and orally via telephone * Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools * Escalate more complex issues to arenaflex engineering team * Provide proactive "white glove" outreach to new customers to follow up on their experience with arenaflex and resolve any issues they may be facing * Monitor Review sites and gather customer feedback and sentiment * Support customer booking and scheduling with the Tutoring Customer Success Team **Essential Qualifications** * High School Diploma * 2-4 years' experience in customer service and/or technical support * Strong verbal and written communication skills to assist customers effectively through various communication channels * Ability to maintain a professional home office without distraction during our hours of operation * Ability to attend virtual training and engage in regular team meetings via a webcam * Own or have daily access to a smart device where apps can be downloaded/accessed (i.e., phone, tablet) * Proficiency in web-based applications (Salesforce experience a plus) * Self-motivation, strong problem-solving and analytical skills, and a solutions-oriented approach * Ability to work both independently and within a collaborative environment * Resilient and contributes to fostering positive team morale * Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results * Ability to own and execute projects * Ability to respond appropriately to feedback and guidance * Detail-oriented with high level of quality and accountability for work product * Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency **Desired Qualifications** * Prior experience with K12/Stride * Bachelor's Degree * Salesforce experience * Expertise in providing technical support for web-based applications across PC and Mac operating systems * Previous experience in call-center environment **Work Environment** * This is a home-based position * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions * Our work-from-home team members are required to have and maintain high-speed internet connection (at least 50Mbps download speed and 10Mbps upload speed) * Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway), which interferes with our systems and must be disabled by the provider * Ethernet connection is preferred **Compensation and Benefits** * We offer a competitive hourly pay range of $14.24-$23.00 * Eligible employees may receive a bonus * Our robust benefits package includes health benefits, retirement contributions, and paid time off * We consider a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market, and internal value when determining a new employee's salary level **How to Apply** If you're a motivated and customer-centric individual who is passionate about making a difference in the lives of students and educators, we want to hear from you! Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer. We're committed to building a diverse and inclusive team that reflects the communities we serve. We welcome applications from individuals of all backgrounds, cultures, and experiences. Apply for this job