Experienced Full Stack Customer Support Associate – Bilingual Italian (arenaflex Starlink)
At arenaflex, we're revolutionizing the way people connect with each other and access information from anywhere in 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 Starlink Customer Support team, you'll be the face of arenaflex to our customers, ensuring they have an exceptional overall experience.
About arenaflex
arenaflex is a pioneering company that's 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 a strong focus on innovation and customer satisfaction, we're creating a new era of space travel and exploration.
Job Summary
We're seeking an experienced and bilingual Customer Support Associate to join our Starlink team. As a Customer Support Associate, you'll be responsible for triaging, troubleshooting, and resolving customer issues across multiple channels. You'll work closely with internal teams to create and improve troubleshooting workflows, resolve root-cause issues, and design simple, effective support interventions that improve our customers' experience.
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 - Analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' 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 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: - Level 1: $24.00/hour - Level 2: $25.00/hour - Level 3: $27.00/hour - 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. - Base salary is just one part of your total rewards package at arenaflex. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. - You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. - You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.
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. - 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. - 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]. Apply for this job