Experienced Customer Support Representative II – Global Operations

At arenaflex, we're on a mission to revolutionize the property management industry by providing innovative solutions that empower property managers to streamline their communications, operations, and growth. As a leading SaaS company, we're dedicated to helping property managers succeed, and we're looking for a talented Customer Support Representative II to join our dynamic team.

About arenaflex

arenaflex is a high-growth, entrepreneurial company that's passionate about making a positive impact on people's lives. Founded in 2013, we've established ourselves as a leading provider of comprehensive CRM, operations, and maintenance workflow automation, and centralized communication platforms tailored specifically for the property management industry. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.

Join the arenaflex Team

At arenaflex, we foster a culture of transparency, open communication, and collaboration. Our employees benefit from a supportive and dynamic work environment, competitive salaries, and a range of perks and benefits. We're committed to empowering our team members to contribute to the company's success and drive growth.

Role Summary

As a Customer Support Representative II, you'll play a critical role in assisting customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. Your focus will be on troubleshooting and resolving complex issues to increase customers' interaction with the product and improve full adoption.

Key Responsibilities

* Provide advanced technical support on issues escalated by the Customer Support Representative I team

• Troubleshoot and resolve complex issues to increase customers' interaction with the product and improve full adoption
• Respond to customer inquiries and own the outcome
• Handle an equal amount of work dispersed amongst the team, with a focus on autonomy and independence
• Update or write at least one help article per month to contribute to the company's knowledge base
• Maintain a high CSAT score of 96.0% and embody the company's core value of customer obsession

A Day in the Life

As a Customer Support Representative II, you'll be responsible for:

• Cultivating strong and enduring relationships with clients across all levels through professional communication and fostering loyalty
• Demonstrating adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Possessing a deep understanding of arenaflex's capabilities and effectively communicating this to clients in an engaging manner for accurate internal handoffs
• Being open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement

Perks and Benefits

* 8 Company Holidays + Week off at Christmas

• Unlimited PTO
• 1 Volunteer day with the organization of your choice
• Birthday lunch on us
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome-driven work environment with a smart, hard-working team
• Location independence
• Mission-driven company and values-based culture

Requirements

* Proficiency in troubleshooting Tier 2 support issues and effectively communicating with technical teams

• Embracing learning new technology
• Ability to learn fast
• Crisp communication skills
• Proactive approach to seeking solutions
• Emotional maturity
• Optimistic "can-do" attitude
• 2-5 years of experience in B2B SaaS
• Supply your own internet and smartphone

What We're Looking For

We're looking for a talented individual who embodies the arenaflex spirit and is passionate about delivering exceptional customer support. If you're a self-motivated, results-driven professional who thrives in a dynamic and innovative environment, we'd love to hear from you.

Application Process

Selected candidates will undergo written assessments and multiple interviews with different people. We're committed to finding the right person for the right seat, and we'll do whatever it takes to make that happen.

Location

We're a global company, and we're open to applications from outside the US. However, we require that candidates can work in North America time zones.

Conclusion

At arenaflex, we're not just looking for a Customer Support Representative II – we're looking for a partner who shares our passion for delivering exceptional customer support and driving growth. If you're a motivated, results-driven professional who thrives in a dynamic and innovative environment, we'd love to talk to you. Apply Now! Apply for this job