At arenaflex, we're on a mission to revolutionize the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We're a team of innovators, disruptors, and passionate individuals who live for our customers and strive to make the world work better for everyone.
**Join our Customer Support team**
We're seeking a motivated and customer-centric Customer Support Representative to join our globally growing customer base. As a key member of our team, you'll be responsible for providing best-in-class support for the arenaflex platform, ensuring a positive customer experience. If you're passionate about delivering exceptional service, have a technical background, and are eager to learn and grow with our company, we want to hear from you!
**Key Responsibilities:**
* Log cases on the IT Service Desk and maintain detailed records of software/hardware problems detected
* Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email in a timely and efficient manner
* Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions
* Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or arenaflex CRM in a timely and efficient manner
* Escalate to internal or external support resources and Subject Matter Experts when necessary
* Support users in the use of the arenaflex platform by providing necessary advice and/or walk-through
* Identify self-service documentation gaps
* Provide support for arenaflex Store Applications
* Manage multiple cases daily
* Assist peers with their cases
* Participate in User Acceptance Testing (UAT)
**What you'll get to do in this role:**
* Work with a talented team of customer support professionals who are passionate about delivering exceptional service
* Collaborate with internal stakeholders to resolve complex customer issues
* Develop and maintain in-depth knowledge of the arenaflex platform and its features
* Participate in training sessions and workshops to enhance your skills and knowledge
* Contribute to the development of self-service documentation and knowledge base articles
* Work in a fast-paced, dynamic environment with opportunities for growth and professional development
**Qualifications:**
To be successful in this role, you'll need:
* A technical background and the ability to learn and absorb technology quickly
* Great written and verbal communication skills
* Prior experience working in a helpdesk environment over phone, using technical skills to resolve end-user issues on a first-call resolution basis
* The ability to communicate effectively with people at all levels
* The ability to have difficult conversations with customers
* The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem
* The ability to work as part of a team and on your own initiative
**Basic Qualifications:**
* Understanding of ITIL skills and business processes
* 2+ years working within an IT environment
**What we offer:**
* Competitive base pay and variable/incentive compensation
* Equity (when applicable)
* Comprehensive benefits package, including health plans, flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs (subject to eligibility requirements)
* Opportunities for career growth and professional development
* A dynamic and inclusive work environment with a diverse team of talented individuals
* Flexible work arrangements, including remote work options
**Don't meet every qualification? We still encourage you to apply!**
We value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
**Work Personas:**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to arenaflex employees depending on the nature of their work. Learn more here.
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
**Accommodations:**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact
[email protected] for assistance.
**Export Control Regulations:**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), arenaflex may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon arenaflex obtaining any export license or other approval that may be required by relevant export control authorities.