Tier 2 Technical Support Agent

About the Company

ARC is a rapid-growth enterprise technology company. Since launching in late 2021 to serve frontline workers, ARC has become a category-defining device management solution and trusted partner to some of the world’s largest enterprises, including Walmart, lululemon, Gap, ShipBob, and several global leaders in supply chain and logistics. ARC was born out of ChargeItSpot, the consumer-facing tech company that pioneered phone charging solutions starting in 2012.

Through smart lockers integrated with proprietary software, ARC stores, secures, and charges the company-owned handheld devices (made by Zebra, Honeywell, and others) that frontline workers rely on every day for package scanning, inventory lookup, task management, mobile point of sale, and more.

Clients turn to ARC because managing and maintaining enterprise mobile devices post- purchase is harder than it looks. Devices go missing (~25% annually), stop working, or run out of power, costing payroll time, money, and productivity. ARC virtually eliminates these issues, ensuring devices are functional, charged, and accounted for – while improving productivity and experience for teams on the ground.

Market demand for ARC has been overwhelming. Device management has been a massive unmet need for decades, and ARC – backed by a decade of technical expertise and a homegrown patent portfolio – is uniquely positioned to solve it.

ARC’s Mission

Minimize Device Waste. Maximize Worker Productivity. Make Life Easier.

ARC’s Vision

Be the unrivaled leader in physical device management. With more than 25,000 ARC units deployed by 2030, ARC will simplify life for more than 1,000,000 workers every day.

Want to learn more? See the work we’re doing with Sam’s Club and Walmart Canada.

About the Team

At ARC, we surround ourselves with independent thinkers who are detail-oriented, and customer-obsessed. Our clients have routinely called us “the most talented team they’ve ever worked with.” We value determination, resourcefulness, imagination, and follow-through. We want people who are ready to get things done.

Our focus is fierce, but it’s not all hard work. We take time to get to know each other through a daily game of Jeopardy, meals together, and nights out for karaoke. We operate a hybrid work model, with most team members working in the office a couple of days a week, and the rest remotely.

Our Core Values

• We do what we say we will do.
• Details matter. A lot.
• Bias for action.
• Customer obsession.
• Diversity and authenticity.
• No ego. Only outcome.
• Think big.

Learn more about our core values here!

Your Role

The Tier 2 Tech Support is responsible for answering calls to the Published Tech Support number through Freshdesk Application (FD). This also includes fielding roll-over calls from Tier 1 Customer Support. T2 agents provide answers, training guidance and solutions to technical issues affecting ARC kiosks installed at a wide variety of client Brand locations. Communicates with the team effectively with appropriate stakeholders and collaborators.

What You Do

• Monitor/Answer FD incoming calls (Primarily Tier 1 Tech Support/Sometimes Tier 1 'roll-over' calls).
• Collect detailed contact information and description of technical issues faced, and document this within FD ticket notes for tracking.
• Resolve technical issues with field technicians. Assist Clients with Tier 1 issues (for roll-over calls) using FD knowledge base (KB) solutions repository.
• Confer complex or unique issues with Team Leads in team chat to find solutions or establish a plan of action.
• Escalate as appropriate tickets that have no immediate solution and require follow-up by team leads.
• Initiate outbound calls to client managers/point of contact (POC) for offline kiosks tickets generated by FD, to establish the status of the kiosks(s) on site, and why the kiosk(s) is/are offline (ie. power, network issues, etc.) Where necessary, instruct the manager on the steps to power cycle the kiosk for network connection resets.
• Where necessary, instruct the manager on the steps to power cycle the kiosk for network connection resets.

What You Bring

• High school graduate - some post secondary preferred
• Calm, Polite, Professional attitude
• Positive collaboration with team members, clients and stakeholders
• High level communication skills
• Detailed information gathering and documentation skills
• Ability to learn new and changing technologies

What Sets You Apart

• Provide calm focus to a dynamic, sometimes demanding, work environment
• Practice client centric support posture
• Demonstrate understanding when guiding those with less experience/knowledge of our systems
• Produce clear documentation of troubleshooting efforts
• Engage in respectful collaborative communication with all team members and stakeholders

Tools You Use

• Common office suite of applications (ie. email, schedule/calendar, meeting, chat)
• Freshdesk and Freshdesk knowledge base
• Paylocity and Expensify
• Excel

Schedule

• Sunday - Thursday 8am–4pm ET

Benefits

• Health, dental and vision insurance
• Health Care FSA
• 401k plan with matching company contributions
• Paid time off
• Remote work environment
  

Why Join Us

We’re building something ambitious and doing it with collaboration, conviction, and purpose. The team gels in a way that is special. Our alchemy is rooted in realness, curiosity, appreciation for each other’s differences, celebration for each other’s strengths and a trust that fosters open feedback when we see an opportunity to do something better.

If our mission and values resonate with you, we’d love to hear how you’d like to contribute and be part of the journey.

If you have the unique combination of skills and qualities we are looking for, please submit your resume and a cover letter expressing your motivation to apply to this position at https://experiencearc.com/careers/.

ARC by ChargeItSpot is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, marital status, or any other status protected by applicable federal, state, or local law.