Experienced Tier 1 Customer Support Agent – Remote US Based Opportunity at arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of integrated software and financial solutions, we're committed to empowering communities and organizations to thrive. We're now seeking a highly skilled and dedicated Tier 1 Customer Support Agent to join our team and provide top-notch support to our customers.
Job Highlights:
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Company:
arenaflex
Position:
Tier 1 Customer Support Agent
Compensation:
Competitive salary
Location:
Remote US Based
Start Date:
Immediate openings available
Job Summary:
As a Tier 1 Customer Support Agent at arenaflex, you'll be the first point of contact for our customers, providing timely and effective support via phone and email. Your primary focus will be on addressing common customer issues, providing "how-to" support for SaaS product usage questions, and escalating complex issues to our Tier 2 team. You'll be responsible for resolving product or service problems by clarifying customer questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives.
Responsibilities:
* Receive and respond to customer inquiries via phone and email
- Classify inquiries based on severity and priority
- Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
- Log all incidents and manage ticket tracking system as per departmental standards
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
- Accept and retain ownership of request, providing timely updates to customers until a resolution is reached or an escalation is needed
- Participate in providing support coverage on recognized holidays
- Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team
Requirements:
* High School Diploma or equivalent
- At least 2 years of experience in a SaaS customer support role
- Excellent verbal and written communications skills
- Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism
- Ability to multi-task in a fast-paced and constantly evolving environment
- Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously
- Experience with Jira and Zendesk highly preferred
Why arenaflex?
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Comprehensive Benefits Package:
arenaflex offers a comprehensive employee benefits program, including medical, dental, and vision insurance options, 100% Employer paid short/long term disability, basic life insurance, 401(k) option with 100% company match up to 4%, flexible paid personal/vacation time built on mutual trust and accountability, 10 sick days annually, 10 company paid holidays, 6 weeks paid parental leave, pet insurance, medical travel benefits, infertility benefits, Teladoc, employee assistance program, wellness benefits & engagement platform.
Inclusive and Diverse Work Environment:
arenaflex is an Equal Employment Opportunity Employer, committed to building a diverse, inclusive, and authentic workplace where diverse backgrounds, experiences, and viewpoints are valued.
Career Growth Opportunities:
arenaflex offers opportunities for career growth and development, with a focus on empowering our employees to reach their full potential.
Flexible Work Arrangements:
arenaflex offers flexible work arrangements, including remote work options, to support work-life balance and flexibility.
Salary Range Disclosure:
The base range represents the low and high end of the arenaflex salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of arenaflex's total compensation package for employees. Other rewards may include discretionary bonuses, long-term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave, and more.
Salary Range:
US Remote: $40,000 - $45,000 USD per year
About arenaflex:
arenaflex provides integrated software and financial solutions to a wide range of communities and organizations, including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more. Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards a rewarding career at arenaflex! Apply To This Job Apply for this job