Experienced SaaS Customer Support Representative – Delivering Exceptional Experiences for arenaflex Customers

At arenaflex, we're on a mission to revolutionize the way companies manage their workforce compliance. Our cutting-edge technology has been recognized as a multi-award-winning solution, helping businesses in high-stakes industries reduce risk, save costs, and create safer work environments. As we continue to expand globally, we're seeking a talented and dedicated SaaS Customer Support Representative to join our team. This is an exciting opportunity to be part of a dynamic and innovative organization that's shaping the future of our industry.

About arenaflex

arenaflex is a global leader in workforce compliance software, with a strong presence in the Philippines and a growing international footprint. Our company culture is built on a foundation of inclusivity, respect, and collaboration, where every team member is valued and empowered to make a meaningful contribution. We're committed to fostering a workplace that's open, supportive, and fun, where our employees can grow and thrive.

Job Summary

As a SaaS Customer Support Representative at arenaflex, you'll play a critical role in delivering exceptional experiences for our customers and their workforces. You'll be responsible for providing timely, accurate, and relevant support via email, chat, and phone, resolving customer issues and complaints in a professional and diplomatic manner. Your primary goal will be to meet or exceed performance goals and customer satisfaction targets, while maintaining a thorough understanding of our platform and services.

Key Responsibilities

* Respond to customer inquiries via email, chat, and phone in a professional and timely manner, adhering to service level agreements

• Perform daily ticket hygiene, reviewing ticket updates and collaborating with stakeholders to expedite ticket resolution
• Resolve customer issues and complaints diplomatically and effectively, following service level agreements and policies and procedures
• Apply time management and prioritization skills to meet or exceed performance goals and customer satisfaction targets
• Follow incident management protocols, escalating incidents and complex issues to the next support level and ensuring follow-ups with customers
• Accurately record all customer interactions in our CRM system, adhering to standard operating procedures
• Maintain a thorough understanding and knowledge of our platform and services
• Meet or exceed performance goals and customer satisfaction targets

Development Objectives

As a SaaS Customer Support Representative at arenaflex, you'll have opportunities to grow and develop your skills and knowledge. Here are some of the development objectives you can expect to achieve:

• 0-3 Months:

+ Build internal relationships with support teammates, onboarding, and key account officers + Develop an intimate understanding of our product and range of use cases + Become proficient in the tools and systems required to perform the role to the expected level

• 3-6 Months:

+ Participate in cross-skilling exercises to broaden your understanding of our product and services + Start to review and participate in complex ticket resolution processes

• 6-12 Months:

+ Participate in upskilling exercises to broaden your professional skills + Attain a proficient level in resolving Simplex Tickets + Help and support new hire CSRs as a learner mentor + Provide input and ideas for process improvements + Become proficient in solving Simplex Tickets and achieve a consistently outstanding overall performance rating

Our Ideal Candidate

We're looking for a talented and dedicated individual who shares our passion for delivering exceptional customer experiences. Here are some of the essential qualifications and skills we're looking for:

• Minimum of 2 years of experience in a SaaS/software customer support role
• Strong analytical and problem-solving skills
• Good command of oral and written English
• Good psychological well-being and demeanor
• Graduate in Information Technology or related degrees (an advantage)
• Willingness to report to work onsite at our office in Cebu IT Park

Additional Information

At arenaflex, we offer a range of benefits and perks that make us a great place to work. Here are some of the highlights:

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary!
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent

Our Company Values

At arenaflex, we live by a set of core values that guide our behavior and decision-making. Here are some of the values that make us who we are:

• Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
• Challenge the norm - We pursue innovation by practising curiosity and always asking 'why'. We challenge assumptions by seeking opportunities for growth and improvement.
• Treat people well - We treat our customers, employees, and partners as equals. We foster meaningful relationships through trust, compassion, and respect.
• Walk the walk - We are accountable for our goals, actions, and collective vision. We work with integrity and are true to our word.

If you're a motivated and customer-focused individual who shares our passion for delivering exceptional experiences, we'd love to hear from you. Apply now to join our team and be part of a dynamic and innovative organization that's shaping the future of our industry. Apply for this job