Experienced Customer Support Specialist – Payments and Technology

At arenaflex, we're revolutionizing the way merchants accept payments in-store, in-app, and online. Our innovative payment platform is designed to provide merchants with a seamless experience, consolidating all their data on a real-time business management dashboard. As a Customer Support Specialist, you'll play a vital role in delivering exceptional customer service, resolving product and service issues, and providing in-depth knowledge of our products and services.

About arenaflex

arenaflex is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We're passionate about creating a payment platform that empowers merchants to succeed in today's digital landscape. Our team is dedicated to innovation, customer obsession, and collaboration. We believe in fostering a culture that encourages growth, learning, and fun.

Key Responsibilities

As a Customer Support Specialist, you'll be responsible for:

• Demonstrating a strong commitment to being "Customer Obsessed," with a focus on quality of communication and feedback provided on calls.
• Handling incoming and outgoing calls, creating, managing, following-up, and resolving support requests via ticket-based CRM (Zendesk) with a high level of attention to detail while providing clients with regular progress updates.
• Resolving customer product or service problems through troubleshooting technical issues, determining the root cause of the problem, and selecting, explaining, and applying the best solution to the problem.
• Identifying patterns and trends for merchant issues, attempting to replicate and complete testing to resolve said issue.
• Managing the escalation process where required to better service merchants.
• Contributing towards merchant servicing documentation, both creation and maintenance.
• Managing internal and external system access to support-oriented systems.

About You

We're looking for a talented individual who:

• Has a can-do attitude and a willingness to learn, with a desire to grow with our business.
• Has a genuine interest in payments and technology and wants to further their skills in the industry.
• Is willing to build relationships and communicate with internal and external stakeholders.
• Possesses adaptability, multitasking, and working in a fast-paced environment, with good time management skills.
• Can think on their feet and problem-solve.
• Is flexible to work on a rotating roster in a structured environment.

Experience Required

To succeed in this role, you'll need:

• At least 2 years of experience as a help desk technician or a technical customer service support role.
• Proven experience in troubleshooting banking, payments, or Point of Sale (POS) systems issues.
• Previous experience working with Zendesk or other ticketing systems.

What We Offer

You'll be joining an incredible team who are committed to our vision and company values. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer:

• Work from overseas up to 4 weeks per year.
• Annual team offsite.
• Social events run by our social committee.
• Swap a public holiday and take an alternative day off.
• Paid leave for volunteering.
• Employee Share Option Plan (subject to invitation).
• Paid parental leave for primary and secondary carers.
• Novated lease and salary sacrifice options.

Why Join arenaflex?

At arenaflex, we're passionate about creating a payment platform that empowers merchants to succeed. We're committed to innovation, customer obsession, and collaboration. Our team is dedicated to fostering a culture that encourages growth, learning, and fun. If you're a talented individual who shares our values and is passionate about payments and technology, we'd love to hear from you.

How to Apply

If you're excited about this opportunity, please submit your application through our website. We can't wait to hear from you and learn more about your skills and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to creating a diverse and inclusive environment. All qualified applicants will receive consideration for this role without bias to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

Note

arenaflex does not accept unsolicited resumes or applications from recruitment agencies. Apply for this job