Customer Success Specialist – L1 Technical Support & ERP Solutions (Remote Brazil) – arenaflex

About arenaflex – Pioneering Customer Success in the Digital Era

arenaflex is a fast‑growing technology firm that empowers businesses across Brazil and beyond with robust ERP platforms, cloud‑based services, and seamless IT infrastructure. Our mission is to turn complex technical challenges into simple, delightful experiences for every end‑user. By combining cutting‑edge software with a people‑first philosophy, arenaflex has become a trusted partner for companies seeking to modernize their operations, improve productivity, and deliver exceptional service to their own customers.

We are proud of our inclusive culture, relentless focus on innovation, and commitment to continuous learning. Whether you are a seasoned support professional or an emerging talent eager to grow, arenaflex offers a vibrant environment where curiosity is rewarded, collaboration is the norm, and every voice matters.

Why This Role Matters – The Impact of a Customer Success Specialist (L1 Support)

As a Customer Success Specialist (L1 Support) at arenaflex, you will be the first line of defense for our clients, ensuring that every interaction begins with empathy, expertise, and efficiency. Your role is pivotal in building trust, reducing churn, and translating technical resolutions into business value. You will work closely with product, engineering, and senior support teams to guarantee that issues are resolved quickly, knowledge is shared widely, and the overall customer journey remains smooth and satisfying.

Key Responsibilities – What You’ll Do Every Day

• Deliver high‑quality, multi‑channel support (phone, chat, email, and remote desktop) to customers across Brazil, adhering to agreed‑upon service level agreements (SLAs).
• Diagnose and resolve hardware, server, network, and ERP‑related incidents using structured troubleshooting methodologies.
• Maintain and update tickets in the arenaflex Zendesk environment, ensuring accurate documentation of problem statements, steps taken, and final resolutions.
• Identify recurring patterns, generate insightful reports, and propose process improvements to senior support staff.
• Escalate complex technical problems to L2/L3 teams with clear, concise hand‑off notes, while keeping the customer informed of progress.
• Collaborate with product managers and developers to log product defects, providing detailed reproduction steps in English.
• Participate actively in daily stand‑ups, weekly team meetings, and knowledge‑sharing sessions to foster a culture of continuous improvement.
• Contribute to the creation and refinement of internal knowledge bases, FAQs, and self‑service resources for customers.
• Support the onboarding of new customers by guiding them through initial system configuration and basic usage best practices.

Essential Qualifications – What You Must Bring

• Currently pursuing or already holding a bachelor’s degree in Information Technology, Computer Science, or a closely related field.
• Minimum 2 years of proven experience in a customer‑service or technical‑support role, preferably within an ERP environment.
• Hands‑on experience with remote support tools (e.g., TeamViewer, AnyDesk) and ticketing platforms, with a strong preference for Zendesk proficiency.
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPN) and server hardware concepts.
• Advanced English proficiency (C1+), both written and spoken, to communicate effectively with international stakeholders.
• Proficiency in Microsoft Excel, including formulas, pivot tables, and data visualization.
• Basic knowledge of SQL for querying databases and troubleshooting data‑related issues.
• Flexibility to work within the 11:00 am – 8:30 pm Brazilian time window, with the ability to rotate between Monday‑Friday and Tuesday‑Saturday schedules as needed.

Preferred Qualifications – Nice to Have

• Background in accounting or finance, providing insight into ERP modules such as accounts payable, receivable, and general ledger.
• Experience with additional CRM or ticketing systems beyond Zendesk.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and SaaS deployment models.

Core Skills & Competencies – How You’ll Succeed

• Professional telephone etiquette: Clear, courteous, and confident voice communication.
• Exceptional written communication: Ability to craft concise, well‑structured email responses and chat messages.
• Active listening: Fully understand customer concerns before proposing solutions.
• Empathy and patience: Maintain composure and a helpful attitude, even with frustrated users.
• Problem‑solving mindset: Systematically break down issues and identify root causes.
• Team orientation: Collaborate effectively with peers, share knowledge, and support collective goals.
• Self‑management: Prioritize tasks, meet deadlines, and thrive in a remote‑first environment.

What arenaflex Offers – Compensation, Benefits, and Perks

• Competitive salary paid in Brazilian Real (BRL) with regular performance‑based reviews.
• Comprehensive national health plan (arenaflex) covering medical and dental care.
• Extended maternity and paternity leave, ensuring family wellbeing.
• Life insurance coverage for peace of mind.
• Meal allowance (arenaflex) and home‑office stipend for remote workers.
• Access to arenaflex education platforms, certification funding, and continuous learning budgets.
• Wellness suite including arenaflex health app, pet‑care plan, and flexible fitness options.
• Annual profit‑sharing program that rewards collective success.
• Birthday Day‑Off gift and special discounts with partner venues (arenaflex).
• Generous vacation policy and flexible working hours to support work‑life balance.

Career Growth & Development – Your Path at arenaflex

arenaflex invests heavily in employee development. As a Customer Success Specialist, you will have clear pathways to advance into senior L2/L3 support roles, team lead positions, or specialized product expertise tracks. We provide mentorship programs, internal training workshops, and access to industry conferences. High‑performing individuals may also transition into account management, product management, or solutions engineering, depending on interests and career aspirations.

Work Environment & Culture – Life at arenaflex

Our culture is built on three pillars: collaboration, autonomy, and continuous improvement. Whether you work from a home office or a co‑working space in the Serra Gaúcha region, you will be part of a supportive network that values transparency, celebrates diversity, and encourages innovative thinking. Regular virtual coffee chats, quarterly town‑halls, and cross‑functional hackathons keep the community engaged and aligned with our shared vision.

We champion inclusivity; candidates with disabilities are warmly welcomed, and we provide the necessary accommodations to ensure a barrier‑free experience throughout the hiring process and beyond.

Compensation Overview

While exact figures depend on experience and market benchmarks, arenaflex offers a salary range that is competitive within the Brazilian tech sector, complemented by performance bonuses, profit‑sharing, and a robust benefits package. All compensation is structured to recognize both individual contributions and team achievements.

How to Apply – Join arenaflex Today

If you are passionate about delivering outstanding customer experiences, thrive in a dynamic tech environment, and are eager to grow your career with a forward‑thinking company, we want to hear from you. Please submit your updated CV in English, along with a brief cover letter highlighting your most relevant experience and why you are excited about the role at arenaflex.

We look forward to welcoming a dedicated, enthusiastic professional to our team. Apply now and become part of arenaflex’s journey to redefine customer success across the region.

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