Experienced Customer Support Specialist - Policy
Join arenaflex, a leading provider of policy, training, and wellness support solutions for first responders and public servants, as a Customer Support Specialist - Policy. In this role, you will be part of a dynamic team that empowers public safety professionals to best meet the needs of their residents safely and responsibly. As a Customer Support Specialist - Policy, you will be responsible for providing exceptional customer service, troubleshooting technical issues, and collaborating with cross-functional teams to drive business growth and customer satisfaction.
About arenaflex
arenaflex is a mission-driven organization that is committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1, and Gov1. With over 2 million public safety and government professionals in over 12,000 agencies and municipalities, arenaflex is the trusted partner for public safety and government professionals.
The Role
As a Customer Support Specialist - Policy, you will be responsible for providing exceptional customer service to first responder clients via phone, email, and chat. You will troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. You will also take ownership of software incident management and be responsible for troubleshooting and bug triage for the online learning platform.
Key Responsibilities
* Provide exceptional customer service to first responder clients via phone, email, and chat
- Troubleshoot technical issues and document and categorize support tickets
- Monitor feedback and trends for cross-departmental collaboration
- Take ownership of software incident management
- Troubleshoot and bug triage for the online learning platform
- Collaborate with cross-functional teams to drive business growth and customer satisfaction
- Manage large amounts of inbound and outbound calls in a timely manner
- Take appropriate steps to bring any open support cases to resolution in a timely manner
- Help customers troubleshoot issues they encounter while using the platform and provide tips to resolve the problem
- Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps
- Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way
- Frequently attend Product Update calls to improve knowledge and performance level
- Improve platform performance by identifying problems & recommending changes
Requirements
* 2 years of experience in software or SaaS technical support or a related customer support field
- Minimum of one year of Salesforce experience
- Professional verbal and written communication skills
- Ability to provide superior customer service
- Desire to grow within the company
- Work well in a team environment
- GED/High School Diploma
- Good job stability
Preferred Experience
* Experience with a content management platform: you have provided customer support for a content management platform
- First responder experience or background working with first responders or working in the first responder software industry is a definite plus
Target Outcomes/Target Results
* Improve customer experience
- 10-20 customer issues resolved on a daily basis
- Maintain an exceptional customer satisfaction (CSAT) score
- Minimize average handle time
- Maximize first call resolution percentage
Employee Value Proposition
* The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
- arenaflex is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company.
- Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership
- Good work/life balance for our team members.
- Collaborative team effort in which we support and assist each other.
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment.
- Opportunity to be a change agent in a continually evolving company.
- Health Insurance, Education benefits, and 401k
The Environment
* Our team is highly productive and works with urgency every day to serve the needs of public safety professionals.
- Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team.
- We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential.
- Collaborative team effort in which we support and assist each other.
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment.
- Opportunity to be a change agent in a continually evolving company.
- Health Insurance, Education benefits, and 401k
Compensation and Benefits
arenaflex offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour which equivocates to $49,920 per year.
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of public safety professionals, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job