Technical Support Associate

United States

Title: Technical Support Associate

Employment Type: Full Time

Location: Remote

First Look: Technical Support Associate

The Arena Group is seeking a Technical Support Associate to work remotely, preferably during West Coast hours. This role will be responsible for ensuring customer success through triaging, managing, and resolving all incoming questions and requests from the The Arena Group publisher community. The role is also responsible for communicating platform-wide changes, outages, and upgrades. 

The ideal candidate is both highly technical and an effective communicator who can deeply understand a complex product stack to help drive customer adoption with instruction and clarity. You pay close attention to detail, can advocate for publishers, and are excellent at prioritizing internally and externally. You are comfortable working in an environment that advances quickly, is highly adaptable, and you learn quickly.

The Arena Group’s expected annualized base salary range for this position is currently $40,000-$52,000. Actual salaries will vary based on multiple factors including, but not limited to location, education, experience, and other factors permitted by law. The listed salary range is but one component of The Arena Group’s total compensation and benefits available to its employees. 

What You’ll DO:

• Work roughly 40 hours per week with occasional weekend and evening on-call or urgent issue management.
• Oversee handling of support tickets as platform expert, recommending thoughtful solutions/workarounds and empowering publishers with instructions and best practices.
• Perform issue diagnosis by executing commands, reviewing logs, utilizing analytical and debugger tools to validate customer requests and detect errors.
• Prioritize competing tasks and requests, working closely with engineering and product teams to represent customer needs and oversee tickets to resolution.
• Act as product expert, strategically communicate the platform offering
• Prioritize many competing tasks and requests, balance publisher needs with business priorities, and articulate those decisions to internal and external stakeholders.

What You’ll BRING:

• Experience in Customer Service/Support, Site Operations, Digital Product Management, or Production Management role for an online technology company, or similar academic experience in IT, Computer Science, Engineering.
• Experience with consumer-facing technical troubleshooting (e.g., browser compatibility, site bugs, user bugs, issue reports), especially for users who are not particularly tech-savvy. Could include experience debugging common issues related to website performance and stability.
• Excellent written communication skills.
• Attention to detail and follow through in a fast-paced environment.
• Fast learner and comfortable with taking ownership of managing customer issues to solution.
• Superior organization and time management skills.

Not Required, but a plus

• Knowledge of web technologies (including content management systems, HTML, CSS, javascript), experienced in agile methodology, and works with analytics tools (including Google Analytics and Google Webmaster tools).
• Comfortable discussing user experience best practices, authoring tools, and competitive pressures and has an ability to evangelize a platform approach.

Benefits At A Glance

• Medical, Dental and, Vision Coverage
• Retirement Savings Plan (401K), with company match
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• Commuter Benefits
• Reimbursement for business cell phone use per company policy 
• Employee Stock Option Plan (Publicly Traded Company - AREN)
• Unlimited Paid Time Off
• Paid Parental Leave
• 12 Paid Holidays

The Arena Group (NYSE American: AREN) is an innovative technology platform and media company with a proven cutting-edge playbook that transforms media brands. Our unified technology platform empowers creators and publishers with tools to publish and monetize their content, while also leveraging quality journalism of anchor brands like Sports Illustrated, TheStreet, Parade, Men’s Journal, and HubPages to build their businesses. The company aggregates content across a diverse portfolio of over 265 brands, reaching over 100 million users monthly. Visit us at thearenagroup.net and discover how we are revolutionizing the world of digital media.

The Arena Group is an equal opportunity employer committed to fostering an inclusive environment. We do not discriminate against any employee or applicant for employment on the basis of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, status as a protected veteran, or any other protected status in accordance with applicable law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.