Experienced Full Stack Remote Live Chat Support Specialist – Web & Cloud Application Development
Join arenaflex, a leading innovator in the industry, as we embark on an exciting journey to revolutionize customer support.
About arenaflex
arenaflex is a forward-thinking organization that has been at the forefront of innovation in the industry. Our mission is to empower creators and entrepreneurs to achieve their goals by providing exceptional support and resources. We believe in the power of empathy, personalized support, and continuous improvement. Our team is passionate about delivering best-in-class experiences that exceed our customers' expectations.
The Role
We are seeking an experienced Full Stack Remote Live Chat Support Specialist to join our newly formed Live Chat Team. As a key driver of our vision, you will work directly with our highest-value customers to provide priority-level support, help them extract the most value from our product, and identify opportunities for growth and improvement. Your goal will be to drive best-in-class customer experiences, living our support values every day.
Key Responsibilities
* Handle highest-value support inquiries via live chat and occasionally email, providing timely and effective solutions to customers' problems
- Role model what it means to provide best-in-class experience to our customers and our frontline Support team, living our support values every single day
- Work directly with our Thinkific Plus and Premium customers to provide priority-level support, utilizing opportunities to adopt more products and move customers to plans that are the best fit for them
- Communicate primarily via Live Chat, with email follow-ups being standard, and handle escalations and urgent chats as needed
- Identify, reproduce, and document bugs for the Technical Support team, ensuring that our product is stable and reliable
- Help customers extract the most value from the product and help them find business success, spotting potential churn risk and working with our teams internally to save the customer
- Identify and action improvements to our operations, enablement, processes, and workflows to continually drive better experiences, providing feedback and suggestions on training and additional learning opportunities for your role
Essential Qualifications
* 2+ years of experience in an online customer-facing role (ideally in SaaS) where you've used your stellar verbal and written communication skills to explain technical problems succinctly and clearly articulate solutions to customers
- High degree of emotional intelligence and ability to successfully work with high-value and escalated customers
- Independent problem solver who doesn't give up when they don't know the answer immediately and is humble enough to ask for help when needed
- Experience troubleshooting software-related issues across common browsers and is technically savvy, constantly staying up to date by quickly learning the ins and outs of different platforms and apps
- Loves to learn and grow, finding and seeking ways to level up their skills in this field
Preferred Qualifications
* Basic understanding of HTML/CSS (but any coding skills are valuable)
- Experience with domain hosting and setting up custom domains
- Familiarity with Asana, Slack, Google Drive, and/or TextExpander
- Familiarity with Stripe Payment processing or their customer support
- Experience with Zendesk and/or other ticketing and live chat systems
Weekend and Holiday Shifts
As part of our Live Chat Specialists Team, you may be scheduled periodically to work a 4-hour weekend shift and an 8-hour statutory holiday shift when needed. Weekend and Holiday Shifts are scheduled well in advance so that you can plan around them.
Compensation and Benefits
The recruitment compensation range for this position is $50,000 – $60,000 CAD. arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a generous paid time off policy.
Diversity, Equity, Inclusion, and Belonging & Accessibility
arenaflex is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
How to Apply
If you're passionate about delivering exceptional customer support and are looking for a challenging and rewarding role, please submit your application. We can't wait to hear from you!
About the Team
Our team is a diverse and dynamic group of individuals who are passionate about delivering best-in-class experiences. We believe in the power of empathy, personalized support, and continuous improvement. Our team is committed to providing a comfortable and accessible work environment for all employees.
About the Company Culture
arenaflex has a unique and inclusive company culture that values diversity, equity, inclusion, and belonging. We believe in creating a workplace where everyone feels welcome, respected, and empowered to succeed. Our company culture is built on the principles of empathy, kindness, and continuous improvement.
Why Join arenaflex?
* Opportunity to work with a leading innovator in the industry
- Chance to be part of a dynamic and diverse team
- Comprehensive benefits package, including medical, dental, and vision coverage
- Generous paid time off policy
- Opportunity to learn and grow with a company that values continuous improvement
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Collaborative and inclusive work environment
Join the arenaflex Team Today!
If you're passionate about delivering exceptional customer support and are looking for a challenging and rewarding role, please submit your application. We can't wait to hear from you! Apply for this job