Experienced Customer Support Agent – Empowering Educators and Engaged Parents in the Education Technology Industry

At arenaflex, we're revolutionizing the way schools and parents communicate every day. As a rapidly growing company, we're passionate about creating empowered educators and engaged parents to improve the lives of all students. Our mission is to give schools the power to incredibly enhance family engagement for all students, and we're looking for a talented Customer Support Agent to join our team.

About arenaflex

arenaflex is a Santa Barbara-based company that's changing the education technology landscape. Our flagship products, ParentSquare and RemindHub, serve over 18 million students and drive our mission by providing unified communications tools. From forms and sign-ups to payments and direct messaging, our products are designed to make communication between schools, parents, and students seamless and efficient. Our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. We're not just creating a product; we're creating a community of empowered educators and engaged parents who are passionate about improving the lives of all students. We're passionate advocates for our customers and for our employees, and we invite you to join us on this exciting journey.

The Role

As a Customer Support Agent at arenaflex, you'll be the first point of contact for our customers, providing friendly and personalized support via email, chat, and phone. You'll work on behalf of our customers with a passion for helping and going the extra mile, ensuring that every interaction is positive and productive. Your goal will be to resolve product or service problems quickly and efficiently, escalating tickets to the next tier support when necessary.

Key Responsibilities

* Answering incoming emails, live chats, and phone calls

• Resolving product or service problems by clarifying the customer's needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system
• Resolving support issues quickly and efficiently
• Escalating tickets to the next tier support when unable to resolve
• Maintaining updated knowledge of all company products and services in order to provide adequate education to customers
• Collecting and recording customer feedback and information, and sharing with appropriate departments and team members
• Improving help articles
• Developing support materials
• Product testing
• Contributing to team effort by accomplishing related results as needed
• Attending all required customer service-related meetings

Ideal Candidate

We're looking for a talented and motivated individual who is passionate about providing exceptional customer support. Our ideal candidate will have:

• Previous EDtech experience, SIS, or experience with technical integrations (SFTP, API, etc)
• Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
• A proactive, self-motivated, and positive attitude to work every day
• Multitasking with excellent attention to detail and communication skills
• Quick learning, tech savvy, and a desire to learn in a dynamic startup environment
• Ability to work a flexible schedule, including early mornings or evenings and weekends

Perks of Working at arenaflex

We're big believers in work-life balance and provide:

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 15 paid holidays, including your birthday!

As a fully remote team, we'll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Salary Range

The salary range for this role will be $25-$28/hour, DOE.

How to Apply

If you're passionate about providing exceptional customer support and want to join a dynamic and growing company, apply now! Apply for this job