Experienced Technical Support Analyst / Customer Support Representative – Construction SaaS Expertise | 100% Remote | Perfect English Required
Job Summary:
Join arenaflex, a fast-growing, profitable SaaS construction technology company revolutionizing the $2 trillion heavy construction industry, as a highly skilled Technical Support Analyst. As a key member of our 100% remote team, you will deliver exceptional email and phone support, ensuring a seamless user experience for professionals using our platform. With a robust background in implementing software solutions in the heavy construction industry, you will be responsible for troubleshooting issues, developing deep expertise in our equipment management platform, and collaborating with our engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction.
About arenaflex:
arenaflex is a leading construction-tech SaaS startup, backed by private equity investors, with a mission to transform the heavy construction industry through innovative technology solutions. Our data-driven and AI-powered platform delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. With a diverse team of two dozen full-time employees and contractors, we proudly employ a merit-based hiring ethos, fostering a collaborative and progressive work environment.
Key Responsibilities:
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Customer Support:
Provide expert email and phone-based technical support to arenaflex's customers in the heavy construction industry, troubleshooting issues and ensuring a seamless user experience.
Issue Resolution:
Diagnose and resolve software-related issues, escalating complex cases to the appropriate internal teams while maintaining clear communication with customers.
Product Knowledge:
Develop deep expertise in arenaflex's equipment management platform, assisting customers with system navigation, integrations, and best practices.
Documentation & Feedback:
Maintain accurate support records, create knowledge base articles, and relay customer feedback to improve the platform.
Collaboration:
Work closely with arenaflex's engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction.
Requirements:
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Perfect English:
Excellent English communication skills, both by email (90% of communications) and phone (10% of communications).
Industry Experience:
Experience supporting or working with telematics, GPS, ERP, or maintenance systems such as Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, or Oracle JDE in a heavy construction environment.
Technical Skills:
Strong troubleshooting abilities with SQL knowledge and proficiency in spreadsheets.
Customer Service Excellence:
Background in providing high-quality technical support with a problem-solving mindset.
Communication Skills:
Ability to clearly explain technical concepts to non-technical users while maintaining professionalism and empathy.
Team Player:
Comfortable working cross-functionally to resolve customer issues and enhance the overall support experience.
Benefits:
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Competitive Salary:
For USA-based employees, salary of $50,000-$62,000, depending on experience and geographical location. For non-USA based employees, we offer a competitive salary adjusted to the local market, aiming to be within 90% percentile.
Comprehensive Benefits:
Full healthcare coverage and 100% match on 401k contributions up to 8%.
Work Flexibility:
100% remote role.
Dynamic Role:
Lead in an innovative tech company.
Collaborative Culture:
Progressive and team-oriented work environment.
Professional Growth:
Opportunities for development and advancement.
Values Commitment:
A merit-based hiring ethos with a diverse team from numerous nationalities.
Start Date:
As soon as possible.
How to Apply:
Complete the application by answering the screening questions.
About arenaflex:
arenaflex is revolutionizing the $20 trillion construction market with our innovative smart construction platform. Our data-driven and AI-powered solution delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. Our software is used by dozens of the US largest construction firms, we're growing rapidly, and we're backed by one of the world’s largest construction organizations.
What We Offer:
* A dynamic and innovative work environment with a team of passionate professionals
- Opportunities for professional growth and development
- A competitive salary and comprehensive benefits package
- A 100% remote work arrangement with flexible working hours
- A collaborative and progressive work culture
- A merit-based hiring ethos with a diverse team from numerous nationalities
Why Join arenaflex:
Join arenaflex and be part of a revolutionary journey in the construction industry. As a Technical Support Analyst, you will have the opportunity to work with a cutting-edge platform, collaborate with a talented team, and contribute to the growth and success of a leading SaaS construction technology company. If you are passionate about technology, customer support, and the construction industry, we encourage you to apply for this exciting opportunity.
Apply Now:
If you are a motivated and experienced Technical Support Analyst looking for a new challenge, please submit your application by answering the screening questions. We look forward to hearing from you! Apply for this job