Experienced Customer Support Specialist – SaaS-Based Legal Technology

We are seeking an exceptional Customer Support Specialist to join our growing team at arenaflex. As a key member of our customer-facing team, you will be responsible for delivering top-notch support to our clients, ensuring their success with our software, and contributing to the growth and development of our organization.

About arenaflex

arenaflex is a fast-growing SaaS-based legal technology company dedicated to making trademark professionals' lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily. We are a diverse and multi-talented virtual team that thrives in a collaborative, open, positive environment. We care about our mission, customers, prospects, each other, and the broader community.

Job Description

As a Customer Support Specialist at arenaflex, you will report to the Director of Customer Support and be responsible for interacting with customers and executing a range of external and internal requests. You will be the first point of contact for customers through our multiple channels of communication, including live chat, email, and phone. Your primary goal will be to help customers solve their problems and navigate our software.

Key Responsibilities:

* Act as a first point of contact for all day-to-day questions received via arenaflex's support email, live chat, and phone line.

• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer's satisfaction in a timely and careful manner.
• Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
• Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
• Provide platform training to key stakeholders and end-users, connecting the value of arenaflex to client initiatives.
• Work directly with clients advising them on how to best leverage arenaflex in coordination with the relevant Customer Success Manager.
• Work to understand key client use cases and attributes in order to provide context-driven responses and training.
• Provide exceptional service to clients in order to help support the Customer Success team's goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
• Stay current with system changes and updates.
• Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

What We're Looking For:

* 4+ years' experience in a client-facing role, involving support of SaaS or professional web-based solutions.

• 2+ years' work-from-home experience.
• Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets.
• Ability to recognize gaps in their own knowledge and seek instruction.
• Keen attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple and sometimes conflicting priorities.
• Ability to think on your feet and switch gears easily.
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
• Superb personal organizational skills to ensure all client commitments are met.
• Ability to empathize with and advocate for our customers.
• Ability to quickly learn new concepts and teach others.
• Strong interest in technology.
• Excellent problem-solving skills.
• Good sense of humor.

What You'll Get:

* A collaborative and challenging work environment and the opportunity to be part of a growing company.

• A team of intellectually curious individuals who love learning and developing new skills.
• A company that was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.
• Flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path.
• A LGBTQ+ friendly environment that encourages all candidates to apply.

How to Apply:

If you're interested in this role, please submit your application via our web portal, with a resume in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the arenaflex team. Please also include a sample email where you're explaining to a customer how to favorite/bookmark their favorite website in Chrome. We are still reviewing applications by humans, so please pardon any delayed responses. Apply for this job