Experienced Full Stack Customer Support Specialist – Trilingual (Remote – Colombia)

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Support Specialist, you'll play a vital role in delivering exceptional experiences to our customers, helping them overcome challenges, and achieving their business goals. If you're passionate about customer-facing interactions, have a knack for technical deep-diving, and thrive in a dynamic environment, we'd love to hear from you.

About arenaflex

arenaflex is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers' needs at any stage of growth. Our company culture is built on empowering employees to do their best work, and we're committed to creating a diverse and inclusive workplace.

Job Summary

As a Customer Support Specialist, you'll work directly with arenaflex customers across all product lines and customer channels. You'll partner with our customers to resolve issues, help them build familiarity with, and effectively use, a variety of tools within arenaflex. You'll strive to deliver a human-centered, helpful, and consultative Support experience through creative problem-solving, thoughtful communication, and tailored solution design.

Key Responsibilities

* Communicate with customers via phone, live chat, and email to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries

• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
• Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall arenaflex experience in mind that grow their businesses better
• Collaborate within arenaflex (with teams such as Customer Success and Product) to retain and grow customers on our platform
• Be a role model and a trusted advisor by showcasing arenaflex values and a customer-centric approach in every customer interaction

We're Looking for People Who

* Are fluent in Portuguese, English, and Spanish – ADVANCED PORTUGUESE FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting Portuguese-speaking customers in this position

• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Are performance-oriented and demonstrate a strong customer-first mentality by providing high-quality service to a consistent number of customers daily
• Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously, and using good judgment to make decisions that solve for the customer
• Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best-in-class support
• Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
• Embody our HEART values and add to our company culture
• Work weekday shifts from anywhere between 7:00 am to 8:00 pm Colombian time, with possible weekend shifts. Overtime and holiday shifts are optional, and shifts subject to change based on business need.

What Onboarding Looks Like

* First 5 days: Get to know arenaflex as a company, working environment, and tool. Set up your accounts and learn all about your new workplace.

• 30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases, and sharpen the point on your troubleshooting. Get to know your teammates and team leads.
• 90 days: Deepen your expertise and learn about our various channels of communication.
• 180 days and beyond: You're ready to fly on your own. You still have plenty of support, but your independence will be shining.

Skills and Experience

* Motivated by customer-facing interaction – you have a chance to talk to people who are very excited about working with arenaflex tools, and it can be very rewarding to team up with them.

• A curiosity for technical deep-diving and troubleshooting – we don't always have the answers right away, so you need to enjoy discovering them!
• Solid communication and writing skills – we need to be quick, clear, concise, and friendly. We want to get our customers back to work in a jiffy, and have a good time doing it.
• Time management and organization – there are lots of moving parts, and it is essential to pay attention to the right ones at the right time.
• A desire to learn and grow – constant change and growth are the only thing you can count on in this industry. This is exciting if you are open to it.
• An interest in, or understanding of, basic Internet and information technology – you don't need to be a master of coding web applications, but the more you understand, the simpler it will be to determine outcomes for our customers. You'll be using online tools all day long, so familiarity with Google Suite, JIRA, Chrome developer tools, and others would be nice to have, but not necessary. We'll teach you all you need to know!

What We Offer

* A dynamic and collaborative work environment

• Opportunities for growth and development
• A competitive salary and benefits package
• A comprehensive onboarding program
• A chance to work with a leading CRM platform
• A commitment to diversity, equity, and inclusion

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for technical deep-diving, we'd love to hear from you. Please submit your application, and let's start a conversation about how you can join our team and make a difference at arenaflex. Apply To This Job Apply for this job