**Join arenaflex, a leading market intelligence and search platform, as we seek an Associate, Customer & Product Support to join our growing Customer & Product Support (C&PS) team. As a key member of our global support team, you will play a vital role in delivering exceptional customer experiences, driving product growth, and shaping the future of our platform.**
**About arenaflex**
arenaflex is a market intelligence and search platform used by the world's leading companies and financial institutions. Our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content. With over 1,350 employees across offices in the U.S., U.K., Finland, Germany, India, and Singapore, we are committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses.
**About the Team**
Customer & Product Support (C&PS) sits at the intersection of sales, customer success, and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of arenaflex's market-leading platform and products. We are committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India, and Singapore.
**About the Role**
We are seeking an Associate, Customer & Product Support to join the growing C&PS team at arenaflex. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market.
**Customer and Product Support: A Launching Point for Your Career**
Customer and Product Support is an excellent launching point to accelerate your personal growth and career at arenaflex. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.
**Who You Are**
* An intelligent, articulate, consultative, and confident client-facing professional with 1-2 years of experience working in a client/product support role.
* You possess a customer-first mindset and enjoy working through complex problems to find solutions.
* You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
* You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
* You are curious, proactive, and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job.
* You have strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure.
* You have an interest in AI, technology, and software applications.
**What You'll Do**
* Deliver a world-class customer experience.
* Act as the first line of defense and advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.
* Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
* Provide impeccable customer support.
* Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
* You will escalate tickets to appropriate teams when needed and will retain a position as the customer's point person through regular updates and confirming resolution.
* Act as a key partner to Product and Engineering.
* You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
* You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
* Be an expert on our product and continuously build your knowledge.
* Be an expert on the arenaflex product by proactively learning, staying up-to-date on new features, and filling any gaps in your knowledge.
* Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.
**Why Join arenaflex?**
* **Equal Opportunity Employer**: arenaflex is an equal opportunity employer committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling arenaflex's commitment to equal employment opportunity.
* **Diverse and Inclusive Culture**: Our diverse and inclusive culture values and celebrates individual differences, promoting a workplace where everyone feels welcome, respected, and empowered to succeed.
* **Career Growth Opportunities**: arenaflex offers a range of career growth opportunities, from training and development programs to mentorship and leadership roles, to help you achieve your professional goals.
* **Competitive Compensation and Benefits**: arenaflex offers a competitive compensation package, including a base salary, performance-based bonus, equity, and a generous benefits program.
* **Remote Work Options**: arenaflex offers flexible remote work options, allowing you to work from anywhere and maintain a healthy work-life balance.
**Base Compensation**: $65,000-$70,000
**Additional Components**: You may also be offered a performance-based bonus, equity, and a generous benefits program.
**Apply Now**
If you are a motivated and customer-focused professional looking to join a dynamic and innovative company, apply now to become an Associate, Customer & Product Support at arenaflex.
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