Technical Support Associate

The Arena Group; Buxton (ND); Remote; USD 50,000 - 60,000; Full time

Job summary

An innovative technology platform seeks a Site Migration / Technical Support Associate to work remotely. This role is pivotal in migrating and building sites on a cutting-edge CMS platform while ensuring customer success. The ideal candidate will possess strong technical skills and excel in communication, advocating for partners and managing their needs effectively. Join a forward-thinking company that empowers creators and publishers, offering a dynamic environment where your contributions will significantly impact the digital media landscape. Embrace the opportunity to grow your career while working with a diverse portfolio of brands.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

401K with Company Match

Flexible Spending Account

Health Savings Account

Business Cell Phone Reimbursement

Employee Stock Option Plan

Unlimited Paid Time Off

12 Paid Holidays

Qualifications

• Experience in customer service or technical support roles.
• Ability to manage customer issues and prioritize tasks effectively.

Responsibilities

• Migrate and build sites on the Tempest CMS platform.
• Advise partners on page layouts and ad strategies.
• Oversee support tickets and provide solutions.

Skills

Customer Service

Technical Support

Project Management

Attention to Detail

Problem Solving

Education

Bachelor's in IT

Bachelor's in Computer Science

Experience in Digital Product Management

Tools

Tempest CMS

WordPress

Analytical Tools

Job description

Title : Site Migration / Technical Support Associate

Employment Type : Full Time

Location : Remote USA

First Look : Site Migration / Technical Support Associate :

The Arena Group is seeking a Site Migration / Technical Support Associate to work remotely (Remote USA), preferably during West Coast hours. This role will be responsible for migrating and building sites on our Tempest CMS platform as well as ensuring customer success through triaging, managing, and resolving all incoming questions and requests from 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 with project management skills 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. You are able to spot opportunities and advise partners on strategies to help grow revenue and traffic.

The Arena Group’s expected annualized base salary range for this position is currently $50-$60,000. 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 :

• Build and Migrate sites from other WordPress sites onto our Tempest CMS platform.
• Advise partners on page layouts, ad strategy, and design.
• Help partners grow traffic and revenue by sharing and implementing best practices.
• Be the primary point of contact for partners by working as a partner advocate.
• 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.
• Attention to detail and follow through in a fast-paced environment.
• Ability to prioritize and execute tasks related to site builds
• Fast learner and comfortable with taking ownership of managing customer issues to solution.
• Superior organization and time management skills.
• Comfortable discussing user experience best practices, authoring tools, and competitive pressures and has an ability to evangelize a platform approach.

Snapshot of Benefits :

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