About this role
Description
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 !
Requirements
About the Role
A Tier 1 Support Agent responds to clients' questions and concerns by providing information and basic troubleshooting to address issues related to managing ARC kiosks and the Client Portal database. This role communicates with clients through phone and email, ensuring detailed and accurate support. Tier 1 agents often collaborate with other internal departments to deliver strong customer support that aligns with each brand’s needs and ensures timely, effective resolutions.
Responsibilities
- Respond to inbound calls and emails utilizing FreshDesk for ticket management with clear, concise notes and supporting documentation.
- Understand and quickly navigate custom platforms designed for kiosk and client database management.
- Troubleshoot basic technical issues using working knowledge of ARC systems
- Discern problems to determine the fastest and most effective resolution for client concerns.
- Research information within various databases to address client questions and provide accurate answers.
- Walk clients through kiosk and database navigation, management, and operations.
- Perform occasional advanced technical troubleshooting in support of Tier 2 Technical Support.
Qualifications
- Strong customer service skills and excellent active listening.
- Ability to communicate clearly and professionally in both spoken and written interactions.
- Ability to learn and adapt quickly to evolving software, hardware, and internal platforms.
- Excellent computer skills and the ability to visualize, understand, and relay technical and mechanical information.
- Ability to remain focused, organized, and efficient in a fast-paced environment.
Preferred Qualifications
- Familiarity and confidence with technical troubleshooting.
- A genuine dedication for providing clients with respect, understanding, and effective solutions.
- Ability to work collaboratively in a fast-paced environment while keeping customer interests at the forefront.
- The ability to multi-task, attend to multiple issues presented at once and easily transition between platforms and tools to bring the proper solutions for clients.
Tools You Use
- FreshDesk
- FreshCaller
- Google Workspace (Chat, Calendar, Mail, Drive, Meet, Chrome, Sheets, Docs)
- Client Portal
- ARC-KCP
- Paylocity
- Slack
The Candidate
You think several steps ahead. You are relentless, strategic, and a long-term thinker. You believe the details are important and so you get them right. You are a fast learner. You take feedback well and implement it. You care about getting to the best outcome, and do not focus on being right or wrong.
Location
Remote position. We are headquartered in Philadelphia, PA and the team operates in East Coast business hours. Schedule: Tuesday–Saturday, 8am–4pm ET (40 hours/week)
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.