**Experienced Message Resolution Agent – Web & Cloud Application Support – arenaflex**

**Job Description:**

About arenaflex

arenaflex is a fast-growing digital commerce support firm that serves startups and mid-sized companies in various industries, including online wellness, streaming education, and home tech. Our mission is to provide exceptional customer support through innovative solutions and a team of skilled professionals. We're committed to empowering our agents to grow and succeed in a dynamic, remote work environment.

Job Overview

We're seeking an experienced Message Resolution Agent to join our team. As a Message Resolution Agent, you'll be responsible for handling incoming messages from customers, resolving their issues efficiently, and providing top-notch support through written communication. This is a fully remote position, offering a flexible schedule and the opportunity to work from anywhere with a reliable internet connection.

Key Responsibilities

• Log into chat and email support tools to receive and reply to inbound customer questions.
• Respond to 3–5 concurrent live chat threads using a calm, helpful written tone, assisting with common account and purchase-related problems.
• Check the support inbox for new emails and respond with structured, clear replies based on brand voice and internal templates.
• Use the CRM to look up customer records, check order history, and ensure consistency across multiple interactions.
• Identify and categorize customer concerns using pre-set tags for issues like "billing", "login", "shipping", and "cancellation".
• Forward or escalate more technical issues using the brand's internal handoff system and include a clear summary of the situation.
• Review product updates, new FAQ entries, and policy changes before each shift to ensure you're working with up-to-date information.
• Write clean, proofread messages—even when you're replying quickly.
• Complete daily shift reports to log unresolved tickets, note common questions, and suggest macro updates when helpful.
• Keep customer satisfaction high by keeping your responses personal and positive—never robotic or rushed.
• Participate in optional skills clinics and chat simulations to improve performance metrics and unlock new shift options.
• Coordinate with other team members through written platforms like Notion, Asana, or Slack—no Zoom calls required.

A Typical Shift Breakdown

Here's an overview of a typical shift:

• Getting Started: Log in, scan updates from the last shift, and open the chat panel. Begin by resolving overnight email requests, then accept the first batch of live chats when the queue opens.
• Mid-Shift Flow: This is your busiest period. You'll handle multiple chats at once, switching tabs efficiently while managing your email tickets. Use the provided quick replies as a foundation but add personal touches to keep things human.
• End of Shift: Close out open chats, mark any follow-ups, and write a short summary for your shift lead. This helps the next agent understand where things stand. You'll also submit metrics like number of tickets handled and first-response time.

Who We're Looking For

We're seeking a skilled Message Resolution Agent with:

• No experience necessary
• No degree required—just solid writing skills and professionalism
• Typing speed of 40+ WPM preferred
• Strong command of written English grammar and structure
• Able to manage multiple tabs and tasks without losing focus
• Familiar with using cloud-based dashboards, email, and live chat tools
• Available to work at least 15 hours/week; evening and weekend shifts available
• Own a reliable computer and a stable high-speed internet connection
• Comfortable receiving written coaching and applying feedback to improve
• Excellent self-discipline—you'll work alone without direct supervision

Tips for Performing at a High Level

Here are some tips to help you excel in this role:

• Write Like You Speak—But More Clearly: Use a friendly tone, get to the point, and avoid sounding too formal or robotic. Templates help, but a bit of personality goes a long way.