Experienced Full Stack Technical / Product / Application / Customer Support Specialist – Web & Cloud Application Development
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Technical / Product / Application / Customer Support Specialist, you'll play a vital role in delivering exceptional customer experiences that drive loyalty and growth. If you're passionate about technology, customer service, and problem-solving, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative solutions that empower businesses to create unforgettable experiences. Our cutting-edge Experience Management Platform (XMP) helps organizations drive operational and behavioral change, in real-time, during the moments that matter. With features that increase customer satisfaction, brand loyalty, online reputation, and visibility, our platform is the ultimate game-changer for businesses looking to elevate their customer experience.
Job Summary
We're seeking an experienced Technical / Product / Application / Customer Support Specialist to join our team. As a key member of our support team, you'll be responsible for providing top-notch customer support, resolving technical issues, and building long-term relationships with our clients. If you're a tech-savvy individual with a passion for customer service, we want to hear from you!
Key Responsibilities
* Respond to and resolve customer queries through all support channels (including email, chat, phone)
- Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals
- Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity
- Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conducting systems troubleshooting
- Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed
- Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores
- Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer's pain-points and anticipate client needs in a human, approachable way
Key Performance Indicators
* Performance against Support Service Level Agreement (SLA) metrics
- Internal Customer Feedback measures, including Customer Satisfaction (CSAT)
Essential Qualifications
* Bachelor's Degree required
- 1+ years of experience in customer service, client operations, or directly related experience
- Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud
- Prior experience of using and testing APIs, as well as providing customer support on integrations
- Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client's configuration and implementation of our solutions
- Prior experience within a software-as-a-service (SaaS) environment is a plus
- Knowledge of SQL and relational databases in general is a plus
Competencies & Proficiencies
* Building Effective Relationships: Selecting the appropriate communication method and tool given the information, engaging with authenticity and empathy, nurturing genuine relationships, choosing the guidance that best matches the audience, accurately delivering a message, and approaching situations with maturity using behaviors of inclusion and positive communication techniques to resolve conflicts.
- Bias for Action: Managing project and program work effectively, delivering against known goals and deadlines, contextualizing a known playbook given unexpected circumstances to meet goals and solve problems, using autonomy to correctly identify the cause of a problem or situation and applying the right solution, and maintaining conditions of support for necessary action, despite competing priorities.
- Disciplined and Strategic Thinking: Learning from past actions and outcomes to improve work quality consistently, quickly defining the problem and applying the most effective solution, not necessarily the obvious one, filtering for ambiguity that impacts the goals at hand instead of being reactive to atmospheric complexity, and using good judgment to select the appropriate course of action given the situation and data available.
What We Offer
* Competitive salary
- Flexible, hybrid remote arrangement
- Opportunity to work with a cutting-edge platform that's revolutionizing the customer experience industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
How to Apply
If you're a motivated and customer-focused individual with a passion for technology and problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our mission to make every experience matter more!
About arenaflex
arenaflex is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. If you're passionate about customer experience and technology, we want to hear from you!
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to reach out. We're always happy to chat with interested candidates and explore how you can join our team. Apply To This Job Apply for this job