Experienced Customer Support Analyst – Court Management Solutions

Join our dynamic team at arenaflex as a Customer Support Analyst and be part of a world-class organization that is revolutionizing the way knowledge professionals work. As a Customer Support Analyst, you will play a critical role in delivering exceptional customer experiences and driving business growth. If you have a passion for customer support, a strong analytical mindset, and excellent communication skills, we want to hear from you.

About arenaflex

arenaflex is a leading provider of enterprise software solutions for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms, transforming courts into modern examples of efficiency and effectiveness. Judges, clerks, and IT personnel depend on C-Track for managing their complex workflows, enabling staff to manage increased caseloads with fewer resources.

The Role

As a Customer Support Analyst, you will be responsible for providing direct telephone support to customers, analyzing and resolving complex issues, and serving as a subject matter expert for products and processes. You will work closely with the Client Satisfaction Manager to ensure that customer needs are met and that the company is represented in every customer contact in a manner consistent with arenaflex's values.

Key Responsibilities:

* Provide direct telephone support to customers, responding to their inquiries and resolving issues in a timely and professional manner

• Analyze and use judgment in recommending methods and techniques for obtaining solutions
• Demonstrate the ability to work independently as well as in a team environment
• Maintain existing content to ensure it is up to date and maintained in a timely manner
• Serve as a conduit between the operations community (internal customers) and the software development team
• Complete tasks with the input from the Client Satisfaction Manager
• Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager
• Understand corporate goals and practices and apply them when resolving a variety of problems
• Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality
• Process customer inquiries and reported issues, responding to them through written or telephone communications
• Develop and maintain positive customer relationships

About You:

We are looking for a highly motivated and experienced Customer Support Analyst who has:

• A Bachelor's Degree in Computer Science, Computer Engineering, Business, or a related field
• 2+ years of experience in requirements gathering and preparation of functional specifications or other technical documentation
• Strong analytical, troubleshooting, and decision-making skills
• Proven understanding of the full software development lifecycle from planning to implementation and maintenance
• Quality-focused, organized, and deadline-oriented
• Ability to understand, articulate technical requirements, processes, and translate that information into technical documentation
• Ability to work well in a fast-paced professional office environment
• Ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts
• Strong written and verbal communication skills, along with excellent customer service skills
• Strong working knowledge of the Microsoft Office Product Suite
• Experience with mocking up UI design is preferred but not required
• Experience with or understanding of judicial/court process a plus, but not required

What's in it for You:

As a Customer Support Analyst at arenaflex, you will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees arenaflex café networking
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact
• Purpose-Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Compensation and Benefits:

arenaflex offers a comprehensive benefits package, including a competitive salary, comprehensive health insurance, retirement plan, and paid time off. The base compensation range for this role is $70,000 - $130,000, and the role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

Accessibility:

arenaflex is an equal employment opportunity/affirmative action employer providing a drug-free workplace. We make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

How to Apply:

If you are a motivated and experienced Customer Support Analyst who is passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application today and join our dynamic team at arenaflex. Apply To This Job Apply for this job