At arenaflex, we're dedicated to providing exceptional customer experiences through our innovative software solutions. As a Customer Support Coordinator, you'll play a vital role in delivering top-notch support to our customers, leveraging your problem-solving skills, communication expertise, and passion for learning. If you're a motivated and customer-focused individual with a strong appetite for growth, we invite you to join our dynamic team.
**About arenaflex**
arenaflex is a leading provider of SaaS solutions tailored for the equipment rental, sales, and service industries. With a rich history dating back to 1984, we've established ourselves as a trusted partner for leading equipment dealers and rental houses across North America, Australia, New Zealand, and Europe. Our comprehensive platform manages the entire equipment lifecycle, from customer relationship management and service delivery to inventory and rental asset management. By streamlining processes and enhancing customer engagement, our innovative tools and features empower businesses to operate efficiently and effectively.
**Our Core Values**
At arenaflex, we're driven by a set of core values that guide our actions and decisions:
* **Purpose, Passion, and Pride**: We're motivated by a sense of purpose, fueled by passion, and proud of our accomplishments.
* **Learning from Innovation**: We believe that learning is a lifelong process, and innovation is key to our success.
* **Improvement, not Perfection**: We're committed to continuous improvement, recognizing that perfection is a moving target.
* **Delivering our Long-term Vision Today**: We're impatient to bring our vision to life, and we're committed to making it a reality today.
* **Being PowerfulTogether**: We celebrate our diversity and strengths, and we're dedicated to being more powerful together.
**Job Summary**
As a Customer Support Coordinator, you'll be responsible for engaging with internal and external customers to support, configure, and expand our software applications. You'll provide a hands-on approach, answering and reporting on customer interactions through a ticket system, leveraging and expanding our knowledge base, and building relationships with customers. You'll also coordinate with subject matter experts to deliver helpful and informative customer experiences.
**Key Responsibilities**
* Communicate with customers via tickets, phone, email, and virtual meetings to support their business processes through the use of our applications
* Troubleshoot customer issues within our applications to determine next steps
* Work with internal teams to advocate for customer priorities
* Manage incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen
* Create training documentation and Knowledge Articles to help deflect new customer cases
* Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer cases
* Identify ticket trends and work to maintain resolution times
* Work within team circles on internal and external projects
* Perform application tests to identify issues and understand customer workflows
* Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company
* Contribute to other assigned projects
**Essential Qualifications**
* Degree in Computer Science, IT, or related certification is strongly desired
* Experience that demonstrates your ability to communicate well with customers and recognize the right opportunities to communicate
* Experience in problem-solving complex or lengthy technical issues
* Experience supporting software and working with customers is valuable
**Preferred Qualifications**
* Heavy equipment industry background, rental industry background, or rental dealership experience
* Accounting knowledge or background is valuable
* Demonstrate to us your ability to solve interesting and complex problems
**Competencies for Success**
* Patience and curiosity while troubleshooting complex issues
* Experience in supporting clients as a primary contact or lead using phone and/or email
* Demonstrate initiative, a willingness to learn new skills, and the capacity to take on increasingly challenging projects
* Motivated, comfortable working independently and in team-based environments
* Professional and clear communication skills, both written and verbal
* Ability to manage multiple tasks and projects
* Knowledge of support tools such as ticketing systems, Jira, Knowledge Bases
* Efficiency and empathy in managing customer expectations through SLA-based targets
**Work Environment and Culture**
As a remote/hybrid employee, you'll have the flexibility to work from home or our office in Mississauga, ON. While there are no regular office days, you may be required to attend occasional meetings in person. Once trained on our products, you'll have the opportunity to work remotely. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a diverse and inclusive workforce.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're dedicated to helping our employees grow and develop their skills. As a Customer Support Coordinator, you'll have the opportunity to learn our applications and the business of our customers, becoming valuable and qualified for further internal positions within our company. We offer a range of training and development programs, including on-the-job training, mentorship, and access to industry-leading tools and technologies.
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including a salary, benefits, and perks. As a valued member of our team, you'll enjoy a range of benefits, including:
* Comprehensive health and dental insurance
* Retirement savings plan
* Paid time off and holidays
* Professional development opportunities
* Access to industry-leading tools and technologies
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and customer-focused individual with a strong appetite for growth, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We're committed to Employment Equity and encourage applications from every race, religion or belief, and ethnic origin, regardless of age, disability, sexual orientation, or gender identity. If you need assistance or an accommodation during the recruitment process, please don't hesitate to contact us.