At arenaflex, we are revolutionizing the way people connect with each other and access information from around the world. Our Starlink satellite constellation is a game-changer in the field of telecommunications, providing low-latency broadband internet to remote and underserved communities. As a key member of our Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience.
**About arenaflex**
arenaflex is a pioneering company that is pushing the boundaries of space technology and exploration. Founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not, arenaflex is actively developing the technologies to make this possible. With the ultimate goal of enabling human life on Mars, arenaflex is committed to innovation, collaboration, and a passion for space exploration.
**Job Summary**
We are seeking an experienced Full Stack Customer Support Associate who is fluent in German to join our Starlink Customer Support team. As a Customer Support Associate, you will be responsible for triaging, troubleshooting, and resolving customer issues across multiple channels. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. We're looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers.
**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
**Key Qualifications**
* High school diploma or equivalency certificate
* 1+ years of experience in a front-line customer support role
* Fluent in English and German
* 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
**Preferred Skills and Experience**
* 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.
* Experience working in a customer-facing role, preferably in a technical support environment
**Additional Requirements**
* Must be available to work scheduled shifts, including holidays
* Must be available to work overtime hours and/or weekends as needed
* This is not a remote position and will require relocation if not already local to the Hawthorne, CA area
* After 1 week of classroom training M-F 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:
+ Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
+ Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
+ Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
**Compensation and Benefits**
* Pay range: $24.00/hour (Level 1), $25.00/hour (Level 2), $27.00/hour (Level 3)
* Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience
* Comprehensive medical, vision, and dental coverage
* Access to a 401(k) retirement plan
* Short and long-term disability insurance
* Life insurance
* Paid parental leave
* Various other discounts and perks
**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
**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.
**How to Apply**
If you are a motivated and experienced customer support professional who is fluent in German and passionate about space exploration, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.