At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in providing top-notch support to our customers via phone and email. If you're a customer-centric individual with a passion for problem-solving and a knack for building strong relationships, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of integrated software and financial solutions to a diverse range of communities and organizations. Our mission-critical tools help our customers manage and grow their communities, enhance member engagement, and better serve their constituents. With a strong commitment to innovation, customer satisfaction, and employee well-being, we're a dynamic and inclusive workplace that values diversity, equity, and inclusion.
**Job Summary**
As a Tier 1 Customer Support Representative, you'll be the first point of contact for our customers, providing timely and effective support via phone and email. Your primary focus will be on addressing common customer issues, providing "how-to" support for our SaaS product usage questions, and escalating complex issues to our Tier 2 team. If you're a strong communicator with excellent problem-solving skills and a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
**Responsibilities**
* Receive and respond to customer inquiries via phone and email in a timely and effective manner
* Classify inquiries based on severity and priority, ensuring that critical issues are addressed promptly
* Investigate and/or resolve inquiries according to knowledge base articles and other reference materials, providing clear and concise solutions to customers
* Log all incidents and manage ticket tracking system as per departmental standards, ensuring accurate and up-to-date records
* Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team, providing clear and concise updates to customers
* Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
* Participate in providing support coverage on recognized holidays, ensuring that our customers receive uninterrupted support
* Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team
**Requirements**
* High School Diploma or equivalent
* At least 2 years of experience in a SaaS customer support role, with a strong focus on delivering exceptional customer experiences
* Excellent verbal and written communications skills, with the ability to communicate complex technical information in a clear and concise manner
* Outstanding interpersonal and customer care skills, with the ability to manage relationships while resolving technical issues with empathy and professionalism
* Ability to multi-task in a fast-paced and constantly evolving environment, with a strong focus on prioritizing tasks and managing multiple issues simultaneously
* Detail-oriented, with excellent organizational skills and the ability to manage multiple issues simultaneously
* Experience with Jira and Zendesk highly preferred, but not required
**What We Offer**
* Competitive salary range of $40,000 - $45,000 USD per year, based on location, experience, and performance
* Comprehensive employee benefits program, including:
+ Medical, dental, and vision insurance options
+ 100% Employer-paid short/long-term disability
+ Basic Life
+ 401(k) option with 100% company match up to 4%
+ Flexible paid personal/vacation time built on mutual trust and accountability
+ 10 sick days annually
+ 10 company-paid holidays
+ 6 weeks paid parental leave
+ Pet Insurance
+ Medical Travel Benefits
+ Infertility Benefits
+ Teladoc
+ Employee Assistance Program
+ Wellness Benefits & Engagement Platform
* Opportunity to work with a dynamic and inclusive team, committed to delivering exceptional customer experiences and driving innovation in the industry
* Professional development opportunities, including training and mentorship programs to help you grow and succeed in your career
* Flexible work arrangements, including remote work options, to support your work-life balance and well-being
**Inclusion and Diversity**
arenaflex is an Equal Employment Opportunity Employer, committed to building a diverse, inclusive, and authentic workplace. We value diverse backgrounds, experiences, and viewpoints, and do not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
**How to Apply**
If you're a motivated and customer-centric individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to building a workplace that values diversity, equity, and inclusion, and encourages applications from individuals who share our values.
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