**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 EEOCompliance@arenaflex.com.
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