Experienced Customer Support Analyst – Delivering Exceptional Insights and Impact with arenaflex
Are you ready to join a dynamic team that's revolutionizing the way professionals work with data? At arenaflex, we're passionate about empowering users to make informed, confident decisions with our cutting-edge data-intelligence software. Our innovative research, decision-making, and organizational tools help academic and corporate professionals unlock the full potential of their data, driving efficiency and success in their endeavors. As a Customer Support Analyst at arenaflex, you'll play a vital role in delivering exceptional support to our customers, ensuring they get the most out of our products and services. If you're a problem-solver with excellent communication skills and a passion for technical expertise, we want to hear from you!
About arenaflex
arenaflex is a global leader in data-intelligence software, dedicated to helping professionals in academia and business collect, organize, and analyze structured and unstructured data. Our mission is to empower users to make informed decisions, identify risks, opportunities, themes, and patterns, and drive success in their endeavors. With a diverse, global team 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
We're seeking an enthusiastic and engaging problem-solver to join our global support team as a Customer Support Analyst. As a key member of our team, you'll be responsible for delivering efficient and high-quality customer support for our arenaflex product users. You'll spend your time helping people overcome small obstacles, guiding them through best practices, answering "how to" questions, and/or troubleshooting technical issues as required.
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.
- Predict Installation and integration/Bug Testing/Troubleshooting:
+ 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, e.g., Single Sign On, API interfaces, email servers. + Install and maintain arenaflex's Predict! environments. + Technical consultancy, for example, helping customers to leverage the Predict! API.
- Customer Support:
+ 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.
- Customer success:
+ 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 & 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.
Additional Information
At arenaflex, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. arenaflex empowers them to do it all smarter, better, and faster! Our diverse, global 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. arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment. arenaflex is an E-Verify Employer. You can review the E-Verify Poster. arenaflex is committed to supporting individuals requiring accommodation in the application process. If you're a motivated and enthusiastic problem-solver with a passion for technical expertise, we encourage you to apply to this exciting opportunity to join our team at arenaflex! Apply for this job