Experienced Customer Support Analyst – Data-Driven Insights and Technical Problem-Solving

Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a global leader in data-intelligence software, as an Experienced Customer Support Analyst. At arenaflex, we're on a mission to empower professionals in academia and business to collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. Our cutting-edge software helps users make informed, confident decisions, and we're looking for a talented Customer Support Analyst to join our global team of experts.

About arenaflex

arenaflex is a global company that's changing the world, one insight at a time. Our data-intelligence software is trusted by professionals in academia and business, who rely on our powerful tools to collect, organize, and analyze complex data. Our team is made up of experts in their fields and dedicated professionals building best-in-field software. We're passionate about the customers we serve, the products we create, and the problems we solve.

The Customer Support Analyst Role

As an Experienced Customer Support Analyst, you'll be the first point of contact for our customers, providing Level 1, 2 technical, and functional support for our suite of products via email, chat, phone, and social media channels. You'll be responsible for troubleshooting technical issues, providing best practices, and answering "how to" questions to ensure our customers get the most out of our software.

Key Responsibilities

* Provide Level 1, 2 technical, and functional support for arenaflex's suite of products via email, chat, phone, and social media channels.

• Ensure confidentiality of user data is always maintained in accordance with internal processes and procedures.
• Be involved in testing and documentation before a product or patch is delivered to customers.
• Scope, prepare, execute, and document installations and technical configurations of arenaflex's software offering.
• Work on customer premises or in the cloud.
• Maintain, enhance, and use change requests, work plans, and installation documents.
• Configure arenaflex's optional modules and integrations, such as Single Sign On, API interfaces, email servers.
• Install and maintain arenaflex's Predict! environments.
• Provide technical consultancy, such as helping customers to leverage the Predict! API.
• Use arenaflex's support case management processes and systems.
• Own and manage tickets to trouble-shoot and solve technical issues.
• Provide second-line helpdesk support, including on-site or via screen shares where appropriate.
• Identify and log potential improvements to the software, technical workarounds, or make technical documentation updates.
• Maintain full familiarity with Predict!'s architecture, installation process, possible technical configurations, and integrations.
• Provide customers and internal stakeholders with accurate and timely technical information.
• Support the Sales and Marketing team to answer technical questions in bids, or in producing marketing material for technical services.
• Escalate matters, issues, opportunities, successes, and failures, within and across arenaflex's teams.

Required Skills and Experience

* Problem Solver; Multi-tasker

• 3+ year experience working in a Technical Customer Support or Software Support role
• Windows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately.
• Strong ability to work with precision and attention to detail.
• Knowledge of Microsoft Windows and macOS Operating systems
• Mac and Windows OS familiarity
• Strong Listening and Communication Skills
• Security clearance will be required for this post and will be arranged by arenaflex.

Preferred Skills and Experience

* Experience or knowledge of Cloud-based technologies and API communication issues

• Experience with data privacy regulations HIPAA and GDPR preferred
• Salesforce CRM experience
• Advanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems.

Benefits

* Annual base salary is $68,000 - $75,000 CAD depending on qualifications.

• An annual performance-based bonus to recognize personal excellence.
• Annual tech stipend to get what you need to do your best work.
• Flexible, remote-first work environment and a diverse, global team.
• Opportunities for career advancement as arenaflex grows.

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and empowering professionals to make informed, confident decisions. We're a global company with a diverse, global team, and we're committed to supporting individuals requiring accommodation in the application process. If you're a problem-solver with a passion for delivering exceptional customer experiences, we invite you to join our team and help transform our world with powerful insights.

How to Apply

If you're ready to take your career to the next level and join a global team of experts, apply now to become an Experienced Customer Support Analyst at arenaflex. Apply for this job