Experienced Customer Support Specialist – Cloud & Edge Infrastructure
At arenaflex, we're revolutionizing the way people interact with the internet. Our cutting-edge cloud and edge infrastructure powers some of the world's most popular apps, social media platforms, and video games. If you're passionate about delivering exceptional customer experiences and contributing to the next generation of internet innovations, we want to hear from you!
About arenaflex
arenaflex is a global leader in cloud and edge infrastructure, providing first-class web performance, content delivery, and security solutions to top-tier companies across various industries. With a strong presence in Luxembourg and offices worldwide, we're trusted by industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix. Our mission is to transform the internet by providing fast, secure, and reliable infrastructure for the world's most demanding applications.
Job Description
We're seeking an experienced Customer Support Specialist to join our Engineering Team. As a key member of our support team, you'll be responsible for delivering exceptional customer experiences through first-line support, technical consultations, and issue resolution. If you're a quick learner, a team player, and passionate about problem-solving, we encourage you to apply.
Key Responsibilities:
* Provide first-line support to customers and internal users via chat, email, and phone (rarely happens) in English
- Offer consultations about arenaflex products and services, including CDN, Streaming, DNS, and more
- Resolve technical issues by providing technical diagnostics and collecting information about customer and user incidents, forwarding them to higher levels of technical support if needed
Qualifications:
* 1+ year of Technical Support experience
- Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
- Good understanding of hardware and software diagnostics (reading logs, etc.)
- English level B2 or higher
- Excellent customer advocacy and soft skills
- Strong problem-solving abilities
- Quick learner, organized, and a team player
- Responsible, polite, and optimistic with strong communication skills
- Able to explain complex concepts clearly and simply
- Skilled at prioritizing tasks
Nice to Have:
* Experience with Cloud, CDN, or Hosting
- Experience with Linux and API
Schedule:
* This position operates on a rotating schedule of two consecutive day shifts followed by two days off
- Shift Hours: Each shift runs for 12 hours, including a 1-hour break
- UTC Alignment: All shifts are consistently anchored to 04:00 UTC to 16:00 UTC
- Local Time Adjustment: Please note that the corresponding local time in Serbia will automatically adjust based on whether Serbia is observing UTC +2 or UTC+ 1. This means your local shift will be from 06:00 to 18:00 or 05:00 to 17:00, depending on daylight saving.
What We Offer:
At arenaflex, we value our employees and offer a comprehensive benefits package designed to support your health, well-being, and professional growth throughout your journey with us:
- Competitive salary
- Flexible working hours
- Remote, hybrid, or office work options depending on your role
- Work from anywhere in the world for up to 45 days per year
- Private medical insurance for you and your family
- 5 additional vacation days
- Additional fully paid sick leave days
- Allowance for significant life events and birthdays
- Language classes
- Modern office space with free snacks, drinks, and entertainment options
- Team sports activities
About arenaflex Culture:
At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and empowering. We believe in:
- Encouraging open communication and collaboration
- Fostering a culture of innovation and experimentation
- Providing opportunities for growth and development
- Celebrating diversity and promoting equality
- Prioritizing employee well-being and work-life balance
Equal Opportunity Employer:
arenaflex is an equal opportunity employer. We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.
How to Apply:
If you're a motivated and customer-focused individual who's passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply for this job