Experienced Customer Support Agent - Life Science Manufacturing Operations (3 pm - 12 am)

At arenaflex, we're revolutionizing the life science industry by transforming manufacturing operations with advanced analytics and artificial intelligence. As a software-as-a-service provider, we're committed to helping pharma manufacturers and Contract Development and Manufacturing Organizations (CDMOs) make better decisions in Good Manufacturing Practice (GMP) operations. We're looking for a highly motivated and customer-focused individual to join our team as a Tier 1 Support Agent, working a 3 pm to 12 am shift.

Who We Are

arenaflex is a rapidly growing company with a strong mission to improve global health by optimizing how medicines are manufactured. Our unique capabilities, backed by industry and software investor firms, enable us to operationalize the use of predictive AI models in real-time without a big data science staff. We're solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey.

Join Our Team

If you're motivated to directly impact our company's success and growth path forward, and more importantly, by positively contributing to the life science industry and deserving patients worldwide, we invite you to join our team. As a Tier 1 Support Agent, you'll be the first point of contact for customers, providing high-quality, white-glove support to ensure the best possible customer experience.

The Position

The Tier 1 Support Agent at arenaflex is responsible for responding to customer inquiries via email, providing troubleshooting and technical assistance to resolve common issues related to our software, and ensuring that all customer interactions and ticket resolutions meet arenaflex's Service Level Agreements (SLAs). You'll also document interactions, contribute to our user manual and internal documentation, and escalate more complex issues as needed.

Responsibilities

* Respond to customer inquiries via email in a timely and professional manner.

• Provide troubleshooting and technical assistance to resolve common issues related to our software.
• Ensure that all customer interactions and ticket resolutions meet arenaflex's Service Level Agreements (SLAs).
• Go above and beyond in assisting customers, ensuring that their issues are resolved thoroughly and that they feel valued and supported.
• Strive to obtain the best possible customer satisfaction scores by focusing on delivering a white-glove support experience.
• Escalate complex issues to Tier 2 or specialized teams when necessary.
• Log and document customer interactions and issues in our ticketing system.
• Ensure accurate categorization and prioritization of support tickets.
• Identify common customer issues and contribute to the development and updating of our user manual and suggest improvements to internal documentation based on customer feedback.
• Gather and document customer feedback regarding the software's performance, features, and user experience, sharing the feedback with our product and development teams to help drive improvements.
• Monitor system alerts and proactively reach out to customers who might be affected by known issues or outages.
• Support quality control efforts by contributing to regression and exploratory testing to help identify issues before releases.
• Collaborate with customers to create and refine recipes that align with their specific use cases and production needs.
• Ensure customers are informed about maintenance schedules and software updates.

Knowledge and Experience

* 3+ years of experience in a technical support environment.

• Experience working with ticketing systems and managing workflows to meet critical SLAs.
• Experience working in a team-oriented environment, with the ability to escalate and collaborate with higher-tier support teams.
• Basic understanding of software applications, cloud technologies, and SaaS platforms.
• Familiarity with common operating systems (Windows, macOS, Linux) and web browsers.
• Ability to troubleshoot common connectivity, performance, and configuration issues.
• Experience supporting technical users or enterprise customers, ideally in regulated environments (e.g., pharma, manufacturing).
• Familiarity with ITIL processes or structured support methodologies.
• Previous experience with tools such as Jira Service Management, Zendesk, or ServiceNow.
• Experience reading and interpreting technical documentation, logs, or simple API responses (e.g., JSON).
• Contributions to knowledge bases or internal documentation are a plus.

Skills

* Proficient in English (C-level), both written and verbal.

• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Skilled at diagnosing and troubleshooting basic technical issues, with a clear understanding of common customer-facing software problems and how to resolve them.
• Capable of managing multiple customer requests simultaneously while prioritizing tasks effectively.
• Quick to learn and adapt to new software tools and internal systems.
• Active contributor in team discussions and collaborative problem-solving.
• Motivated to stay informed on product updates, new features, and relevant industry trends.
• Receptive to continuous training and professional development.

What We Offer

* Unique opportunity to join our company as it scales with great market traction and huge potential to continue growing.

• Competitive salary in the sector and scheduled performance/salary reviews.
• Stock Options.
• Private Medical & Dental Insurance.
• Internal Training & Certifications.
• Professional development and collaborative environment.
• Flexible schedule & Intensive Fridays.
• Flexible Remuneration Options.
• Language Training Courses.
• Top-notch "tech pack" – We are Mac lovers!
• Monthly Team Building Activities.

Inclusive Environment

We're committed to providing an inclusive environment where all employees feel mutual respect and are contributing to the good of society. We're a group of creators with diverse backgrounds (over 27 different citizenships in our company) and are proud to be an equal opportunity workplace. All employment is decided based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, you may contact us at [[email protected]](mailto:[email protected]).

Apply Now

If you're passionate about delivering exceptional customer support and want to be part of a dynamic team that's revolutionizing the life science industry, we invite you to apply for this exciting opportunity. Apply for this job