Experienced Customer Support Specialist – Delivering Exceptional Client Experience in a Fast-Growing SaaS-Based Legal Technology Company

At arenaflex, we're revolutionizing the way trademark professionals work with our intuitive and automated software. Our mission is to make their lives easier, and we're looking for a talented Customer Support Specialist to join our growing team. As a key member of our customer-centric organization, you'll be responsible for interacting with clients, resolving issues, and providing exceptional service to ensure their success with our software.

About arenaflex

arenaflex is a fast-growing SaaS-based legal technology company that's changing the game for trademark professionals. Our software helps IP professionals create, maintain, and analyze trademarks and other IP assets, making it easier for them to focus on what matters most – their clients. With leading law firms and Fortune 100 companies trusting our software to manage hundreds of thousands of filings daily, we're proud of our reputation for delivering exceptional customer support and responsiveness.

Our Culture

We're a diverse and multi-talented virtual team that thrives in a collaborative, open, and positive environment. We care about our mission, customers, prospects, each other, and the broader community. We believe that everyone on the team should be able to grow and develop by being around equally exceptional and kind people. Our company culture is built on the principles of empathy, inclusivity, and continuous learning, and we're committed to creating a workplace where everyone feels valued and supported.

Job Description

As a Customer Support Specialist at arenaflex, you'll be responsible for interacting with clients through multiple channels of communication, including live chat, email, and phone. Your primary goal will be to help clients solve their problems and navigate our software, while also providing regular training to new and existing clients to ensure they get the most out of our software.

Key Responsibilities:

* Act as the 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

We're looking for a highly motivated and customer-focused individual with a passion for delivering exceptional service. The ideal candidate will have:

• 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

As a Customer Support Specialist at arenaflex, you'll enjoy a collaborative and challenging work environment, with opportunities to grow and develop your skills.

We offer

• Flexible vacation and remote work options.
• Healthcare coverage.
• The opportunity to determine your own growth path.
• A LGBTQ+ friendly work environment.
• A variety of perks and benefits that support your well-being and success.

How to Apply

If you're interested in joining our team, please submit your application via our web portal, including a resume in PDF and 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're excited to hear from you and look forward to reviewing your application! Apply for this job