Experienced Customer Support Specialist – Virtual Career Center Support

At arenaflex, we're on a mission to empower individuals to realize their potential by providing unparalleled access to career services. Our innovative All-In-One Virtual Career Center has revolutionized the way institutions like UCLA, MIT, and Baton Rouge Community College deliver career services, career readiness, and student outcomes. As a key member of our support team, you'll play a vital role in ensuring our customers and users have a seamless and positive experience with our platform.

About arenaflex

arenaflex is a mission-driven organization that values people-first culture, collaboration, and innovation. Our team operates as a fully remote organization, allowing for flexibility and mobility. We're backed by leading technology investors, including Growth Street Partners, Strada Education, and LearnLaunch, and are committed to being an equal opportunity employer.

Job Overview

We're seeking an experienced Customer Support Specialist to join our team on a 6-month contract basis, with the potential for extension or conversion to a permanent role based on performance and company needs. As a Support Specialist, you'll provide exceptional support to our customers and users, ensuring a high level of satisfaction and a seamless experience with our platform.

Key Responsibilities

* Provide email support to arenaflex customers via our internal ticket queue, responding to general questions and resolving issues promptly.

• Troubleshoot and escalate complex issues to relevant functional teams or account owners, ensuring timely resolution and user satisfaction.
• Configure fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports.
• Maintain high standards for response and resolution times, ensuring user satisfaction and a positive experience.
• Collaborate with the Support Team to share trends, insights, and improve the overall user experience.
• Review documentation and flag opportunities for additional internal and external, client-facing documentation.
• Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.

Overall Volume

* ~30-40 tickets per day

Competencies/Required Skills

* Ability to follow directions accurately and efficiently.

• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• A willingness to learn and ask questions.
• Strong help desk skills with a focus on resolving user issues promptly.
• High attention to detail and "reading between the lines" of customer requests.
• Willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently.
• Experience configuring fields in an admin console within a SaaS product.
• Experience with DNS, SSO, .csv imports, and spreadsheets.
• Ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue.

Bonus Skills

* Familiarity with HubSpot Service Queue or similar support platforms is a plus.

• Knowledge of WordPress or previous experience using arenaflex is a plus.
• Previous experience in an Enterprise SaaS Customer Support team.

Compensation

* $30 - $40 an hour

What else should you know?

At arenaflex, we care deeply about our people and strive to create a work environment that reflects our values. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits, and are committed to being an equal opportunity employer.

Interested but not sure you're the right fit?

If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, we welcome you to start a conversation with us. Just use the subject line: "General Interest."

EEO Statement

arenaflex is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO is the Law poster and its supplement.

arenaflex participates in E-Verify.

View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact [email protected]

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About the Role

As a Customer Support Specialist at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional support to our customers and users. You'll be responsible for providing timely and effective support, troubleshooting complex issues, and collaborating with our Support Team to improve the overall user experience.

What You'll Gain

* Opportunity to work with a cutting-edge SaaS product and contribute to its growth and development.

• Collaborative and dynamic work environment with a team of experienced professionals.
• Competitive compensation and benefits package.
• Opportunity to develop your skills and expertise in customer support, SaaS products, and technical troubleshooting.
• Flexible work arrangements, including remote work options.

What We're Looking For

* A customer-focused individual with excellent communication and problem-solving skills.

• Experience in a help desk or customer support role, preferably in an Enterprise SaaS environment.
• Strong technical skills, including experience with DNS, SSO, .csv imports, and spreadsheets.
• Ability to work independently and as part of a team, with a willingness to learn and ask questions.
• Familiarity with HubSpot Service Queue or similar support platforms is a plus.
• Knowledge of WordPress or previous experience using arenaflex is a plus.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support, 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 look forward to hearing from you! Apply for this job