Experienced Full Stack Customer Support Associate – Bilingual Italian (arenaflex Starlink)

At arenaflex, we're revolutionizing the way people connect with the world. Our innovative satellite constellation, Starlink, is set to deliver low-latency broadband internet to every corner of the globe. As a key member of the arenaflex Starlink Customer Support team, you'll be the face of our brand, ensuring our customers have an exceptional experience. If you're passionate about delivering top-notch support, solving complex problems, and working in a fast-paced, dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a pioneering space technology company that's pushing the boundaries of what's possible. Founded on the belief that a future where humanity explores the stars is more exciting than one where we're stuck on Earth, arenaflex is actively developing the technologies to make this vision a reality. With a focus on innovation, collaboration, and a passion for space exploration, arenaflex is an exciting place to work and grow.

Job Summary

As an Experienced Full Stack Customer Support Associate – Bilingual Italian (arenaflex Starlink), you'll play a critical role in ensuring our customers receive exceptional support across multiple channels. You'll be responsible for triaging, troubleshooting, and resolving customer issues, analyzing trends, and designing simple, effective support interventions that improve our customers' experience. If you're a problem-solver with excellent communication skills, a passion for customer satisfaction, and a willingness to learn and adapt, we encourage you to apply.

Responsibilities

* Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within arenaflex

• Provide technical support to customers using hardware, software, and network expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
• Create and maintain an internal knowledge base and help center collateral
• Participate in ongoing training and development to stay up-to-date on arenaflex products and services
• Work closely with the Customer Support team to ensure seamless communication and collaboration
• Contribute to the development of new support processes and procedures to improve customer satisfaction and experience

Key Skills and Qualifications

* High school diploma or equivalency certificate

• 1+ years of experience in a front-line customer support role
• Fluent in English and Italian
• Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations
• Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive
• Strong attention to detail and time management skills. You take pride in your craft
• Willingness and ability to flex weekend and night shift hours as needed to support our growth
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

Additional Requirements

* Must be willing to work all shifts, overtime, holidays, and/or weekends as needed

• This is not a remote position and will require relocation if not already local to the Bastrop, TX area
• Must be available for one of the following shift schedules:

+ 1st shift: Monday - Friday (5:00AM - 3:30PM) + 2nd Shift: Monday - Friday (3:30PM - 2:00AM) + 3rd shift: Saturday - Wednesday (5:00AM - 3:30PM) + 4th shift: Saturday - Wednesday (3:30PM - 2:00AM)

ITAR Requirements

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.

Reasonable Accommodation

Applicants wishing to view a copy of arenaflex's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected].

How to Apply

If you're passionate about delivering exceptional customer support and working in a dynamic, innovative environment, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job