Experienced Full Stack Customer Support Analyst – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way businesses manage their finances and customer relationships. As a leading provider of B2B order-to-cash software and digital payments, we're committed to delivering exceptional customer experiences that drive growth and profitability. We're now seeking an experienced Full Stack Customer Support Analyst to join our team and help us take our customer support to the next level.

About arenaflex

arenaflex is a dynamic and innovative company that's passionate about helping businesses succeed. With over 2,600 global customers and more than $1 trillion invoice dollars processed, we've established ourselves as a market leader in the B2B order-to-cash software and digital payments space. Our team is dedicated to delivering meaningful customer outcomes through deep industry expertise and a culture that's relentlessly focused on customer satisfaction.

Job Summary

As a Full Stack Customer Support Analyst at arenaflex, you'll play a critical role in providing advanced technical support to our customers across all communication channels. You'll be responsible for interacting with customers daily, managing a fluid workload, and delivering an elevated level of support that exceeds their expectations. You'll utilize your comprehensive knowledge of our products and technologies to provide guidance and solutions that extend beyond textbook customer support. You'll also leverage your technical skills to open up new avenues to solve problems and collaborate with internal teams to derive solutions.

Key Responsibilities

* Maintain a high level of customer satisfaction by handling advanced customer-facing support inquiries, including complex production scenarios, customer configuration issues, and account optimization requests

• Effectively translate team member and customer needs/problems into solutions or internal support plans of action
• Review workload diligently to stay ahead of commitment dates and in accordance with established internal service standards
• Manage difficult customer situations, including escalations, that require extensive knowledge of arenaflex products, internal systems, and client-facing applications
• Identify issue trends and manage them within the leadership escalation path
• Seek opportunities for process improvements and make recommendations
• Maintain awareness of new products as they are introduced
• Accurately document and update knowledge base when applicable
• Understand the importance of customer commitment service delivery, its impact on clients, and how it differentiates arenaflex
• Enact characteristics of teamwork to mentor both tenured and new teammates when an inquiry requires additional support or guidance

What You'll Bring

* 5+ years of experience in a client service or technical support role, preferably in a SaaS environment

• Strong technical skills, including demonstrated understanding of software technologies, system functionality, and data files
• History of proven success in a client service or technical support role, with a passion for supporting a SaaS client base
• Ability to utilize CRM technology to document and manage client support issues
• Experience or ability to learn technical requirement gathering
• Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)
• Critical thinking skills, with the ability to interface with various internal support partners to derive solutions
• Active listening skills, with a focus on understanding the root cause of issues and the "why" behind the issue
• Remarkable interpersonal, verbal, and written communication skills, with an exceptional attention to detail
• Ability to interact and effectively answer inquiries from direct management
• Strong client engagement skills to enable an overall memorable client experience
• Strong work ethic, with a positive, team player mentality
• Bachelor's Degree preferred

What You'll Get

* Work from Anywhere: Enjoy the flexibility to work from home, a coffee shop, or a company-paid WeWork location – you decide!

• A Culture that Lives its Values: Our values guide our decisions, big and small, every day. We're committed to creating an inclusive environment that celebrates diversity and supports growth.
• Flexible Working Hours: We support your lifestyle, and the results are what count. Enjoy a flexible schedule that allows you to balance work and personal life.
• Open PTO: Work-life balance is essential. We believe in giving our employees time to truly relax and recharge.
• Sabbatical: A paid leave to reward longevity and commitment to arenaflex. Take time to pursue your passions and interests.
• Paid Parental Leave: We promote parent-child bonding and increase gender equity at home and in the workplace.
• Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs – we foster an environment where all employees can grow.
• Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
• Benefits: Enjoy medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
• Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.

Don't Meet Every Single Requirement?

We celebrate and support diversity and are committed to creating an inclusive environment for all employees. If your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we're looking for!

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, apply now to join our team at arenaflex. Apply for this job