Dynamic QA Analyst & Live Chat Customer Support Specialist – Video Production Software, Troubleshooting & Documentation

About arenaflex – Pioneering the Future of Production Management

arenaflex is redefining how creative agencies, film crews, and production teams orchestrate their projects. Our cloud‑based platform blends powerful scheduling tools, talent management, script breakdowns, shot‑list creation, and real‑time collaboration into a single, intuitive interface. By empowering users to manage every facet of a production—from pre‑visualization to post‑production—arenaflex has become the go‑to solution for studios, independent filmmakers, and corporate video teams worldwide. As a fast‑growing, fully remote‑first organization, we champion flexibility, continuous learning, and a culture where curiosity and empathy drive innovation.

Role Overview

We are seeking a highly motivated QA Analyst & Live Chat Customer Support Specialist to join arenaflex’s Customer Experience team. In this dual‑track role, you will combine rigorous quality‑assurance testing with real‑time, friendly support for our diverse user base. You will be the first line of defense for customers navigating our video‑production software, helping them troubleshoot technical issues, understand product features, and create compelling support content. This position is fully remote, full‑time, and offers a competitive hourly rate of $15.00 – $20.00.

Key Responsibilities

Live Chat Customer Support (70% of time)

• Respond to inbound live‑chat inquiries on arenaflex’s website, delivering accurate solutions within an average response time of under 2 minutes.
• Diagnose technical problems, reproduce bugs, and guide customers through step‑by‑step resolutions while maintaining a friendly, patient tone.
• Escalate complex issues to the appropriate product, engineering, or sales teams, ensuring seamless hand‑offs and timely follow‑up.
• Document recurring problems and create concise knowledge‑base articles that empower users to self‑solve future challenges.
• Collaborate with the Content Production team to script, record, and edit short product‑demo videos that illustrate common troubleshooting steps.

Quality Assurance & Documentation (30% of time)

• Design, execute, and maintain test cases for new features, regression suites, and bug‑fix verification across arenaflex’s web‑based platform.
• Log defects in the tracking system with clear reproduction steps, screenshots, and severity assessments.
• Partner with developers to prioritize issues, retest fixes, and verify that releases meet our high‑quality standards.
• Produce and update support documentation, including FAQs, step‑by‑step guides, and video tutorials that reflect the latest product enhancements.
• Analyze support metrics to identify trends, root causes, and opportunities for product improvement.

Essential Qualifications

• Technical Savvy: Proven ability to navigate web‑based software, understand API concepts, and troubleshoot connectivity or performance issues.
• Typing Speed: Minimum 65 words per minute with high accuracy to keep pace with live‑chat volume.
• Video Production Experience: Hands‑on experience creating, editing, and publishing video content for instructional or promotional purposes.
• Customer Service Background: At least 2 years of experience in a live‑chat, help‑desk, or similar support role, preferably within a SaaS or creative‑technology environment.
• Communication Excellence: Exceptional written and verbal skills, strong grammar, and the ability to convey technical concepts in plain language.
• Problem‑Solving Mindset: Demonstrated ability to think analytically, diagnose root causes, and propose actionable solutions quickly.
• Detail‑Oriented & Organized: Ability to manage multiple tickets, documentation tasks, and video projects without sacrificing quality.

Preferred Qualifications

• Prior experience with filmmaking or video‑production workflows, including familiarity with script breakdowns, shot‑list creation, and crew scheduling.
• Exposure to QA tools such as JIRA, TestRail, or similar test‑management platforms.
• Knowledge of HTML/CSS or basic scripting to assist in reproducing UI bugs.
• Experience working in fully remote teams, using collaboration tools like Slack, Asana, or Trello.
• Certification in Customer Service (e.g., HDI, ITIL) or Quality Assurance (e.g., ISTQB).

Core Skills & Competencies

• Empathy & Patience: Ability to remain calm and supportive, even when customers are frustrated or under tight deadlines.
• Multitasking: Efficiently juggle live‑chat conversations, documentation updates, and video production tasks.
• Analytical Thinking: Spot patterns in support tickets, propose product enhancements, and contribute to continuous improvement initiatives.
• Collaboration: Work closely with product managers, engineers, and marketing teams to align support resources with product roadmaps.
• Self‑Motivation: Thrive in a remote environment by setting personal goals, managing time effectively, and seeking out learning opportunities.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a QA Analyst & Live Chat Specialist, you will have access to:

• Mentorship from senior QA engineers and seasoned support managers.
• Regular training workshops on advanced troubleshooting, video editing (Adobe Premiere, Final Cut Pro), and emerging production‑technology trends.
• Opportunities to transition into specialized roles such as Product QA Lead, Customer Success Manager, or Content Strategy Director.
• Company‑wide hackathons and innovation days where you can pitch new features or process improvements.
• Professional certifications reimbursed up to $1,500 per year.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $15.00 to $20.00 based on experience and performance. In addition to base pay, you will enjoy:

• Fully remote work setup with a stipend for home‑office equipment.
• Flexible schedule—core hours are Monday through Friday, 40 hours per week, with the ability to adjust start/end times as needed.
• Generous paid time off, including vacation, sick days, and company holidays.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with matching contributions.
• Monthly wellness allowance for fitness, mental‑health apps, or ergonomic accessories.
• Employee assistance program and regular virtual social events to foster community.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Creativity, Collaboration, and Care. We celebrate the artistic side of technology, encouraging team members to bring their storytelling passion to every project. Daily stand‑ups, virtual coffee chats, and cross‑functional brainstorming sessions keep communication open and ideas flowing. Diversity and inclusion are core to our identity; we actively recruit talent from varied backgrounds and ensure every voice is heard. As a remote‑first company, we provide the tools and trust needed for you to deliver your best work from anywhere in the world.

Application Instructions

If you are excited about blending quality assurance rigor with front‑line customer interaction, and you have a background in video production, we want to hear from you. Please submit your resume, a cover letter that highlights your filmmaking experience, and any relevant work samples (e.g., support documentation, tutorial videos). Demonstrating your typing speed or providing a short video introduction will set you apart.

Ready to join arenaflex and help creators bring their visions to life? Click the link below to apply now.

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