Experienced Customer Support Specialist II – Mental and Behavioral Health Software Solutions

At arenaflex, we're dedicated to revolutionizing the mental and behavioral health industry with cutting-edge software and services that empower therapists and practices to deliver exceptional care. As a leading provider of innovative solutions, we're seeking an experienced Customer Support Specialist II to join our team in South Carolina. This role is a critical escalation point for complex customer issues, requiring a subject matter expert with in-depth knowledge of our products and industry workflows.

About arenaflex

arenaflex is the trusted partner of over 200,000 individual providers and 28,000 practices, offering a comprehensive suite of AI-enabled solutions that streamline practice management, electronic medical records, e-prescribing, and billing. Our commitment to excellence, partnership, and product innovation has earned us a reputation as the go-to provider for mental and behavioral health professionals. At arenaflex, we're passionate about creating harmony between therapists, their clients, and the healthcare community.

Responsibilities

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

• Providing technical assistance and support for incoming queries via multiple channels, including phone, email, live chat, and ticket systems
• Researching, resolving, and responding to complex customer issues, requiring detailed systems and applications knowledge
• Prioritizing, answering, and implementing creative solutions for customers
• Responding to email messages and answering calls from customers seeking help
• Asking clarifying questions to determine the nature of the problem and provide a solution
• Collaborating with other Customer Support Specialists, Success and Services Professionals, Education Specialists, Engineering, and Product resources
• Participating in testing of new and updated products and providing feedback
• Following up with customers to ensure issues have been resolved
• Logging call/issue information for record keeping
• Meeting and maintaining productivity goals and expected satisfaction rating from customers
• Following existing processes to document and report issues/feedback to the internal team
• Identifying areas to enhance existing processes and workflows
• Serving as a liaison and advocate for customers to the rest of the support team and company
• Fostering a collaborative environment where customers feel cared for, respected, and heard
• Maximizing customer satisfaction through timely and accurate resolution of customer inquiries/issues
• Agile working across Customer Experience spaces, including Success, Services, and Implementation/Training
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration, and validation
• Providing product training and acting as a mentor to offshore teams
• Working continuously to increase product knowledge by reviewing escalated cases on a weekly basis
• Creating technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
• Ensuring customer and partner inquiries are responded to within established timeframes and customer support and technical support service levels are achieved
• Identifying, prioritizing, and resolving reported problems, including data, account administration, desktop hardware/software, and application issues
• Responsible for maintaining and deploying systems via automated methods
• Infrequent/occasional travel may be required for initial training and/or annual meetings

Qualifications

To succeed in this role, you'll need:

• Excellence in written and verbal communication, as well as strong listening skills
• Possesses strong customer relation skills
• Ability to handle multiple priorities
• Perform in an effective and timely manner all the tasks required
• Work collaboratively with other departments (e.g., Development, Product, Sales)
• Exhibit above-average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions
• Methodically resolve the more difficult and complex production issues reported by customers and partners
• 3-5 years of experience in providing customer service
• 2-5 years of technical support experience
• 2-5 years of experience in software support/Saas
• 1-3 years of experience working in a remote environment preferred

Additional Information

While we've outlined some key qualities we typically seek, we recognize that there may be additional unique strengths and talents you possess that would make you an exceptional match for us. We encourage individuals from disenfranchised backgrounds, including women and other marginalized groups, to apply, even if they don't meet every single requirement. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team.

Work Environment and Culture

At arenaflex, we're committed to fostering a collaborative environment where customers feel cared for, respected, and heard. Our CARING culture values diversity, equity, inclusion, and belonging, and we strive to be recognized not only as the leader in healthcare technology but also for our intentional efforts to promote a diverse community. We champion non-discriminatory practices throughout the employee and customer lifecycle, caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary: [Insert salary range]
• Benefits: [Insert benefits, e.g., health insurance, retirement plan, paid time off]
• Perks: [Insert perks, e.g., flexible work arrangements, professional development opportunities]
• Career growth opportunities: arenaflex is committed to helping you grow and develop your career, with opportunities for professional development and advancement.

How to Apply

If you're passionate about delivering exceptional customer support and are committed to excellence, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website or by clicking the "Apply for the job now!" link below. Apply for the job now! Apply for this job Apply for this job