Experienced Customer Support Specialist – Web & Cloud Application Development

Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy helping people? If so, we invite you to join arenaflex's Customer Experience team as a Customer Support Specialist. In this role, you will be the first point of contact for our users, providing solutions and creating the best possible support experience for our customers.

About the team & opportunity

At arenaflex, we pride ourselves on providing a high-touch experience to each customer, enabling them to maximize our product and gain valuable time back into their day-to-day. Our Customer Experience team is dedicated to delivering exceptional support experiences, and we're looking for a talented individual to join our team.

A day in the life of a Customer Support Specialist at arenaflex

As a Customer Support Specialist at arenaflex, you will be responsible for resolving tickets via Live Chat, Phone, or Email promptly in a fast-paced environment. You will have the opportunity to participate in arenaflex support initiatives and be measured by personal and team goals & metrics. You will be working on:

• Being the first point of contact for our users when they need help or have questions, providing solutions and creating the very best arenaflex support experience
• Helping our customers schedule more meetings
• Taking a consultative approach to problem-solving
• Maintaining fantastic written communication skills
• Being a arenaflex product, use-case, and scheduling industry expert
• Patiently empathizing with customers with every interaction
• Attending ticket audits and receiving active feedback on a regular basis
• Documenting & advancing customer and internal issues appropriately
• Going above and beyond to serve our customers and your team (be a self-starter)
• Using your technical savviness and resourcefulness to assist customers relatively autonomously
• Taking ownership over the customer experience you provide

What do we need from you?

To be successful in this role, you will need:

• Technical software troubleshooting skill and experience
• Live Chat or Phone customer support experience a plus
• Someone who thrives in a challenging, fast-paced environment and enjoys helping people
• A self-starter mentality and desire to make a direct, tangible impact on a rapidly growing product and company
• Drive and ability to thrive in a metrics-focused role and team environment
• Phenomenal written and verbal communication skills
• Outstanding time management skills
• Someone who works collaboratively with a passionate, customer-centric team
• 1+ years of experience in software (SaaS) customer support
• Authorized to work lawfully in the United States of America as arenaflex does not engage in immigration sponsorship at this time

Available Shifts

In order to best serve our customers globally, and to support multiple time zones, seven days a week, this role has a consistent 5-day per week work schedule that will include one weekend day: your shift each week will be Sunday - Thursday 11am to 8pm ET.

What’s in it for you?

Ready to make a serious impact? Millions of people already rely on arenaflex's products, and we're still in the midst of our growth curve — it's a fantastic time to join us. Everything you'll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you've ever worked with, then we hope you'll consider allowing arenaflex to be a part of your professional journey.

Our Hiring Process:

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at arenaflex. To learn more about our hiring process, please visit our careers page at [arenaflex careers page]. Once selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.

Compensation & Benefits:

arenaflex takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity. Base salary is just one component of arenaflex's total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Geographic Zones:

arenaflex uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

Tier 1 Hourly: $19.62—$26.55 USD Tier 2 Hourly: $19.62—$26.55 USD Tier 3 Hourly: $19.62—$26.55 USD If you're a motivated and customer-centric individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity to join arenaflex's Customer Experience team. Apply for this job