Experienced Customer Support Specialist - Tier 1: Revolutionize Customer Experience at arenaflex

At arenaflex, we're on a mission to revolutionize the accounting space with modern, user-friendly software for a neglected industry. As a fast-growing SaaS company in South Jordan, UT, we're looking for a talented Customer Support Specialist - Tier 1 to join our team and help us delight our customers with top-tier service and support.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the way accounting firms work. Our Practice Management Suite is designed to help our clients unlock the firm they've always wanted, and we're committed to making it happen. We're a team of passionate individuals who are dedicated to delivering exceptional customer experiences, spotting and solving problems, and being good people along the way.

The Opportunity

As a Customer Support Specialist - Tier 1 at arenaflex, you'll be the face of our company, providing top-tier service and support to our customers via email, in-app chat, and phone channels. You'll be responsible for anticipating and resolving customer issues in a professional and timely manner, providing superior customer service and remote troubleshooting assistance, and taking ownership of customer issues to be their advocate. You'll also develop a sound understanding of arenaflex's current and upcoming features, identify opportunities to answer questions before they're asked, and drive value to customers by informing them of new resources and products that will make an impact on their businesses.

Key Responsibilities:

* Anticipate and resolve customer issues in a professional and timely manner

• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and be the customer advocate
• Develop sound understanding of arenaflex's current and upcoming features
• Identify opportunities to answer questions before they're asked
• Explain step-by-step instructions and assist users in navigation through software
• Drive value to customers by informing them of new resources and products that will make an impact on their businesses
• Maintain a positive and patient attitude with all customers
• Coordinate within the organization for technical and account level issues
• Help improve and perfect processes across the support organization

What We're Looking For:

* A self-starter with a desire to take ownership of the role and above responsibilities

• Tech-savvy with the ability to learn software and new tools quickly
• Organizational skills, creativity, and a solution-oriented focus
• Willingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions
• Excellent written and verbal communication skills in the English language
• Ability to pivot with a growing company and accept new challenges
• Be able to type at 50 wpm or faster

Essential Functions:

* Work 40 hours per week, 9-5pm, in-office, MWF

• Ability to sit for extended periods of time
• Ability to use a computer throughout the day
• Ability to generate leads using email and phone calls
• Ability to communicate clearly and professionally in writing and verbally, with external customers and internal employees
• Ability to use sales tools such as Salesforce, Hubspot, Google Suite
• Ability to collaborate with other sales and customer teams

Bonus Points If You Have:

* Experience in support ticketing systems

• Previous customer service and support experience
• 2-3 years experience in a call center environment
• Experience in the accounting & tax software space

Why You Want to Work Here:

* Flexible Paid Time Off - that you're actually encouraged to use plus 10 company holidays!

• ❤‍ Health Benefits - including Medical, Dental, and Vision and an HSA Match.
• 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.
• Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
• Paid New Parent Leave & Birthing Parent Leave - so you're able to care for your little ones.
• ➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
• Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other arenaflexians!
• Company Events - including monthly company-wide meetings, summer parties, and more.
• ERG Committees - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.
• ☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We've got you covered.

Our Values:

* Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

• Win - we win by delighting our customers with the very best products and services.
• Do Good - we work hard to be good people!
• Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

Interviewing at arenaflex:

We know application processes can be a little stressful. Here are the stages of a typical interview process at arenaflex:

• Once your application is received, we will review it and get back to you if we feel like it's a mutual fit!
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer. arenaflex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

Apply Now:

Ready to join our team and help us revolutionize the accounting space? Apply now and become a part of arenaflex's dynamic and innovative team! Apply for this job