Experienced Customer Support Representative – Remote

Join arenaflex, a leading innovator in customer data platforms, as we revolutionize the way marketers interact with their customers. As a Customer Support Representative, you will be at the forefront of our customer success journey, providing top-notch support to our clients and helping them achieve their marketing goals.

About arenaflex:

arenaflex is a fast-growing Boston-based SaaS startup that has been making waves in the customer data platform space. Our mission is to empower marketers with the tools they need to liberate their data and drive better marketing outcomes. With a team of passionate and dedicated individuals, we're committed to building a product that's truly exceptional.

About the Job:

We're seeking an experienced Customer Support Representative to join our rapidly expanding Support function. As a key member of our team, you'll be responsible for providing first-tier support to our clients, troubleshooting issues, and ensuring that we meet our Service Level Agreements (SLAs). You'll work closely with our Customer Success Managers to gain a deeper understanding of our clients' needs and provide tailored solutions to resolve their issues.

Key Responsibilities:

* Gain expertise in the arenaflex platform by analyzing, troubleshooting, and addressing problems submitted by clients through our ticketing system.

• Collaborate with Customer Success Managers to gain insight and context needed to resolve customer issues.
• Provide first-tier support by owning the intake, processing, resolution, and escalation of tickets.
• Utilize arenaflex's ticketing system to record a complete record of troubleshooting using internal notes and detailed instructions to the client.
• Stay current on all product releases and features to educate clients and overcome technical challenges.
• Assist with the research, planning, and implementation of processes, workflows, and tools as defined by Support leadership.
• Display intentional and cultivated engagement in meetings by asking questions and providing insight.

You Have:

* At least 2+ years working in a similar technical support role.

• Experience working with customer data platforms, digital analytics, personalization, content management systems (CMSs), tag managers, data management platforms (DMPs), and/or web-based data and marketing technologies preferred.
• Prior frontend development experience (including HTML, CSS, and JavaScript), with the ability to identify and resolve connection and coding errors.
• Outstanding written and verbal communication skills.
• Exceptional organizational skills, with the ability to prioritize multiple tasks/projects and adapt to changing needs, while maintaining meticulous attention to detail.
• Strong eagerness to learn, ask questions, and contribute to the growth of a dynamic team.

You Will Stand Out from the Pack If You:

* Understand how APIs can be used to send and retrieve information.

• Have worked in the martech space and/or with enterprise software.
• Have a wide variety of technical experience across multiple disciplines.
• Have worked in a company with operations around the world.

Reasons to Join Us:

* Help build the best marketing technology product ever, period.

• Take advantage of great opportunities for career advancement.
• Work with big name brands to achieve their marketing goals.
• Exposure to a variety of web technologies, platforms, and strategies.
• Interest in joining a fast-growing international team.

About arenaflex:

arenaflex is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use arenaflex to unify individual-level data and then use that single view across channels. Our SaaS platform is the solution for challenges marketers haven't been able to solve for years. We're headquartered in Boston and our development team works from the Netherlands. With more than 300 brands currently using the platform, our work is experienced by millions.

Our Culture:

At arenaflex, we're driven by a collective passion, ethic, vision, and set of values that channel our energy towards achieving a common goal of being extraordinary. Our goal is for arenaflex to be a fun, productive, welcoming, and safe space where arenaflex members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to make an outsized impact every day – for customers, for partners, for employees.

To Join the arenaflex Team:

* Enjoy hard work and seek out a challenge.

• Care deeply about your colleagues, the mission, and your results.
• Draw energy from the task at hand and radiate it to motivate the people around you.
• Have amazing ideas and be able to bring them to fruition.
• Prioritize hustle over title and results over resumes.
• Balance the pragmatic and systematic, repeatability and opportunism.
• Refuse to compromise on quality, honesty, or dedication.
• Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.

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 for this job