Experienced Tier 2 Customer Support Analyst – Driving Customer Satisfaction and Loyalty in arenaflex's Hyper-Growth SaaS Environment

At arenaflex, we're revolutionizing the way businesses work by simplifying expense management and empowering employees to thrive. Our cutting-edge solution eliminates expense reporting for employees, reduces processing time for finance departments, and provides real-time insights to drive cost savings and hit budget targets. As a hyper-growth SaaS company backed by the co-founder of Concur, we're constantly pushing the boundaries of innovation and excellence.

Why arenaflex?

arenaflex is a dynamic and distributed workforce with two amazing workspaces in Bellevue, WA, and Minneapolis, MN. We're a team that values intellectual curiosity, personal ownership, and collaboration. Our culture is built on a deep commitment to the customer, integrity, and respect for one another. We believe that great businesses are built by people who share common values, and we're looking for like-minded individuals to join our team.

The Role:

As a Tier 2 Customer Support Analyst at arenaflex, you'll be 100% focused on delivering exceptional customer experiences and building trust in every interaction. You'll engage with our customers through various channels, including phone, video, chat, email, and case notification. We're seeking an empathetic and dedicated professional who can listen to customer needs, troubleshoot issues, and provide timely solutions.

Key Responsibilities:

* Field incoming requests and system events from users

• Engage with customers via phone, email, chat, and case response
• Actively listen to customer needs related to incidents or issues and troubleshoot to determine the root cause of the problem
• Develop and introduce a solution to the problem in a timely manner
• Maintain detailed notes and documentation for each support incident in the ticketing system
• Internally escalate when necessary, to other departments (Product, Engineering, or Account Management)
• Be an advocate for the customer and build trust in every interaction
• Partner with internal and external parties to find solutions for the customer
• Assist customers in implementing solutions
• Meet all SLAs in a timely manner through a self-driven mindset and deliver on promises to customers
• Provide exemplary customer service and display a sense of urgency and accountability for the customer's request
• Present complex ideas both written and verbal that are organized and professional
• Identify customer needs using common characteristics, use cases, and best practices
• Demonstrate empathy and responsibility
• Assist in building a scalable Support organization
• Create, edit, and publish knowledge base articles that cover common requests and solutions
• Partner with the Product/Engineering team for suggested product and process enhancements for known issues or high-volume requests
• Be creative with workarounds and best practices based on limitations of the product
• Assist in creating processes and documents for onboarding new Support Analysts

What You'll Bring to the Role:

* Education: Bachelor's degree in Business or Information Technology or equivalent work experience

• Minimum 3+ years of multi-channel service/support experience
• Effective oral and written communication skills
• Strong troubleshooting skills
• Knowledge of cloud products and services
• Proficient in the use of Microsoft Office suite of software
• Able to multi-task and effectively manage competing priorities
• Credit Card/Payment experience is a plus

Personal Attributes:

* Passion for the customer

• Fast learner, with an open mind, and a team-oriented mentality
• Embody empathy and responsibility towards the customer's experience
• An entrepreneurial spirit: flexible and willing to pitch in where needed
• Ready to have fun, keep perspective, and be part of an amazing team

What We Offer:

* Competitive salary: $65,000 - $72,500 per year

• Performance bonus: up to 8% of annual salary
• Equity: ownership through stock option grants
• Comprehensive health insurance plan
• Flexible, self-managed PTO policy
• 401(k) program
• Great co-workers and a collaborative team that is passionate about helping every business get the most out of every dollar they spend!

arenaflex is an Equal Opportunity Employer:

We're committed to creating an inclusive and diverse work environment that values and respects all individuals. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Ready to Join the arenaflex Team?

Apply now and become a part of our dynamic and growing team! Apply for this job