Technical / Product / Application / Customer Support Specialist | arenaflex | Remote (India)
Join the arenaflex Team: Where Every Experience Matters
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Technical / Product / Application / Customer Support Specialist, you'll play a crucial role in delivering exceptional customer experiences that drive loyalty, satisfaction, and ultimately, business growth. If you're passionate about technology, customer support, and making a real impact, we want to hear from you!
About arenaflex
arenaflex is a cutting-edge Experience Management Platform (XMP) that empowers businesses to create unforgettable experiences for their customers. Our platform is designed to drive operational and behavioral change in real-time, during the moments that matter most. With features that include increased customer satisfaction, brand loyalty, online reputation, and visibility, as well as improved employee engagement and compliance, arenaflex is the ultimate solution for businesses looking to elevate their customer experience.
Job Summary
As a Technical / Product / Application / Customer Support Specialist, you'll be the face of arenaflex, providing top-notch support to our clients and their customers. You'll work closely with our local and global teams to resolve technical issues, provide product training, and build long-term relationships with our clients. If you're a customer-centric, tech-savvy individual with a passion for delivering exceptional support, we want you to join our team!
Key Responsibilities
* Respond to and resolve customer queries through all support channels (including email, chat, phone)
- Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals
- Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity
- Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conducting systems troubleshooting
- Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed
- Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores
- Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer's pain-points and anticipate client needs in a human, approachable way
Key Performance Indicators
* Performance against Support Service Level Agreement (SLA) metrics
- Internal Customer Feedback measures, including Customer Satisfaction (CSAT)
Essential Qualifications
* Bachelor's Degree required
- 1+ years of experience in customer service, client operations, or directly related experience
- Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud
- Prior experience of using and testing APIs, as well as providing customer support on integrations
- Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client's configuration and implementation of our solutions
- Prior experience within a software-as-a-service (SaaS) environment is a plus
- Knowledge of SQL and relational databases in general is a plus
Competencies & Proficiencies
*
Building Effective Relationships
+ Selecting the appropriate communication method and tool given the information + Engaging with authenticity and empathy, nurturing genuine relationships + Choosing the guidance that best matches the audience, accurately delivering a message + Approaching situations with maturity using behaviors of inclusion and positive communication techniques to resolve conflicts
Bias for Action
+ Managing project and program work effectively, delivering against known goals and deadlines + Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems + Using autonomy to correctly identify the cause of a problem or situation and applying the right solution + Maintaining conditions of support for necessary action, despite competing priorities
Disciplined and Strategic Thinking
+ Learning from past actions and outcomes to improve work quality consistently + Quickly defining the problem and applying the most effective solution, not necessarily the obvious one + Filtering for ambiguity that impacts the goals at hand instead of being reactive to atmospheric complexity + Using good judgment to select the appropriate course of action given the situation and data available
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a cutting-edge Experience Management Platform (XMP)
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible remote work arrangement
- Access to the latest technology and tools
- Recognition and rewards for outstanding performance
How to Apply
If you're a motivated and customer-centric individual with a passion for delivering exceptional support, we want to hear from you! Apply now to join the arenaflex team and be a part of our mission to revolutionize the way businesses interact with their customers. Apply Job! Apply for this job