Live Video Support Specialist – Technical Customer Service for GPS‑Enabled Pet Tracking Devices at arenaflex

About arenaflex

arenaflex is a pioneering leader in the pet‑technology space, dedicated to creating innovative solutions that keep pets safe, healthy, and connected. Our flagship product line features GPS‑enabled dog collars that combine cutting‑edge hardware, intuitive software, and real‑time video capabilities to give pet owners peace of mind. At arenaflex, we blend a passion for animals with a commitment to technological excellence, fostering a culture where creativity, empathy, and continuous learning thrive.

Why This Role Matters

As a Live Video Support Specialist at arenaflex, you will be the friendly, knowledgeable face that guides customers through real‑time video interactions. You’ll help pet owners troubleshoot technical issues, understand product features, and maximize the value of their GPS‑enabled collars. Your work directly impacts the safety of countless pets and the satisfaction of their families, making every day both rewarding and meaningful.

Position Overview

This full‑time (or part‑time) position is based in Raleigh, NC, with a hybrid work model that blends in‑office collaboration with remote flexibility. You will join a dynamic support team that handles live video chats, phone calls, and chat messages, ensuring that every customer receives prompt, accurate, and compassionate assistance.

Key Details

• Location: 5400 Glenwood Avenue Suite G‑01, Raleigh, NC 27612 (Hybrid – 2 days in office, 3 days remote)
• Compensation: $15‑$17 per hour, based on experience and shift selection
• Schedule: Full‑time (40 hrs/week) or Part‑time (25‑32 hrs/week); shifts may include weekends
• Training: 3 weeks of full‑time training (9:00 am – 6:00 pm) followed by a 6‑week on‑site immersion period
• Start Date: August 2024
• Channels: Live video support, phone, and chat

Core Responsibilities

• Deliver high‑quality, empathetic customer support via live video, guiding users step‑by‑step through troubleshooting procedures.
• Diagnose and resolve hardware and software issues related to arenaflex’s GPS‑enabled dog collars, including connectivity, battery performance, and mobile app integration.
• Educate customers on product features, best practices, and advanced functionalities such as geofencing, activity tracking, and real‑time video streaming.
• Document each interaction in the CRM system, capturing detailed notes, resolution steps, and any follow‑up actions to build a knowledge base for future reference.
• Collaborate closely with the engineering and product teams to escalate complex technical problems, ensuring timely resolution and continuous product improvement.
• Maintain a professional on‑camera presence, adhering to arenaflex’s brand voice and visual standards during live video sessions.
• Achieve and exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution rate, and customer satisfaction scores.
• Participate in ongoing training sessions, product updates, and quality assurance reviews to stay current with evolving technology and support protocols.

Essential Qualifications

• Minimum 6 months of experience in technical support, help‑desk, or troubleshooting roles.
• High school diploma or GED equivalent; additional technical certifications (e.g., CompTIA A+, ITIL) are a plus.
• Strong verbal and written communication skills, with the ability to explain technical concepts in clear, non‑technical language.
• Demonstrated ability to type at least 40 words per minute with high accuracy.
• Comfortable appearing on camera and delivering live video assistance to customers.
• Basic familiarity with hardware diagnostics, Bluetooth/Wi‑Fi connectivity, and mobile app troubleshooting.
• Passion for pets, especially dogs, and a genuine desire to help pet owners protect their companions.

Preferred Qualifications & Additional Skills

• Experience supporting IoT (Internet of Things) devices, wearables, or consumer electronics.
• Proficiency with CRM platforms (e.g., Zendesk, Salesforce) and ticketing systems.
• Knowledge of video streaming protocols and basic networking concepts.
• Ability to work flexible hours, including evenings and weekends, to meet customer demand.
• Strong problem‑solving mindset, with a track record of independently resolving complex technical issues.
• Team‑player attitude, eager to share insights and contribute to a collaborative support environment.

Skills & Competencies for Success

• Customer‑Centric Mindset: Prioritizing the customer’s experience and emotional wellbeing.
• Technical Acumen: Quick learning of new hardware and software features.
• Communication Excellence: Clear, concise, and friendly articulation of instructions.
• Attention to Detail: Accurate documentation and meticulous follow‑through on open tickets.
• Adaptability: Thriving in a fast‑paced, evolving product environment.
• Time Management: Balancing multiple support requests while meeting service level agreements.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Live Video Support Specialist, you will have access to:

• Structured mentorship programs with senior engineers and product managers.
• Regular workshops on emerging pet‑tech trends, IoT security, and advanced troubleshooting techniques.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Trainer, or Customer Success Manager.
• Company‑wide tuition reimbursement for relevant certifications or degree programs.
• Cross‑functional projects that allow you to contribute ideas to product design and user experience improvements.

Work Environment & Culture at arenaflex

Our hybrid model fosters a balanced work‑life experience. Two days per week you’ll collaborate in a modern Raleigh office equipped with:

• Open‑plan workspaces, private video‑call booths, and quiet zones for focused tasks.
• On‑site gym, showers, and a snack bar stocked with healthy options.
• Regular team‑building events, pet‑friendly days, and community outreach programs supporting animal shelters.

When you’re remote, you’ll receive a stipend for home‑office equipment and a reliable VPN connection to ensure seamless access to arenaflex’s support tools.

Compensation, Perks & Benefits

• Competitive hourly wage: $15‑$17 per hour, with performance‑based incentives.
• Paid Time Off (PTO): Full‑time employees earn 12 × 8‑hour days of PTO in the first year.
• Health & Wellness: Comprehensive medical, dental, and vision plans for full‑time staff.
• Flexible Work Arrangement: Three remote days per week after successful completion of the 6‑week in‑office onboarding period.
• Professional Development: Access to online learning platforms, certification reimbursements, and internal training sessions.
• Employee Discounts: Exclusive discounts on arenaflex pet products and accessories.
• First‑Day Perk: Complimentary lunch on your inaugural day to welcome you to the team.

How to Apply

If you are an animal lover with a knack for technology, a strong desire to help customers, and the confidence to appear on camera, we want to hear from you. Join arenaflex and become part of a mission‑driven organization that values innovation, compassion, and personal growth.

Ready to make a difference for pet owners everywhere? Click the link below to submit your application and start your journey with arenaflex today.

Apply Job!

Closing Statement

At arenaflex, your expertise will directly contribute to safer, happier lives for pets and their families. We celebrate curiosity, encourage continuous improvement, and reward dedication. Take the next step in your career—apply now and help shape the future of pet technology.