Experienced Customer Support Specialist – Virtual Career Center Support

At arenaflex, we're dedicated to empowering individuals to reach their full potential by providing innovative career services solutions. Our mission-driven team is passionate about making a positive impact, and we're seeking a highly skilled and motivated Customer Support Specialist to join our ranks. As a key member of our Support Team, you'll play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform.

About arenaflex

arenaflex is a leading provider of All-In-One Virtual Career Centers, serving a wide range of institutions, including top universities and community colleges. Our cutting-edge platform is designed to improve utilization of career services, career readiness, and student outcomes. With a strong focus on innovation and customer satisfaction, we're committed to making a meaningful difference in the lives of our users.

Job Responsibilities

As a Customer Support Specialist at arenaflex, you'll be responsible for providing top-notch support to our customers and users, ensuring a positive experience with our platform. Your key responsibilities will include:

• Providing email support to arenaflex customers via our internal ticket queue
• Resolving general questions, completing platform configuration, and setting up integrations on clients' behalf
• Troubleshooting and escalating issues to relevant functional teams or account owners
• Configuring fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and managing .csv imports
• Maintaining high standards for response and resolution times, ensuring user satisfaction
• Collaborating with the Support Team to share trends, insights, and improve the overall user experience
• Reviewing documentation and flagging opportunities for additional internal and external, client-facing documentation
• Maintaining a standard level of excellence regarding response times, resolution times, and the quality of the client support experience

Overall Volume

You can expect to handle approximately 30-40 tickets per day, providing timely and effective support to our customers and users.

Competencies/Required Skills

To succeed in this role, you'll need to possess the following competencies and skills:

• Ability to follow directions accurately and efficiently
• Excellent verbal and written communication skills
• Ability to work independently and as part of a team
• A willingness to learn and ask questions
• Strong help desk skills with a focus on resolving user issues promptly
• High attention to detail and "reading between the lines" of customer requests
• Willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently
• Experience configuring fields in an admin console within a SaaS product
• Experience with DNS, SSO, .csv imports, and spreadsheets
• Ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue

Bonus Skills

While not required, the following skills are highly desirable:

• Familiarity with HubSpot Service Queue or similar support platforms
• Knowledge of WordPress or previous experience using arenaflex
• Previous experience in an Enterprise SaaS Customer Support team

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly rate: $30 - $40 per hour
• Participation in a generous employee equity stock option program
• A wide range of employee benefits
• A fun and collaborative culture that puts people first

Work Environment and Culture

As a remote organization, we encourage mobility and flexibility, allowing you to work from your ideal environment. Our culture is built on a foundation of mutual respect, open communication, and a passion for making a positive impact.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to investing in the growth and development of our team members. You'll have access to:

• Ongoing training and professional development opportunities
• Mentorship and coaching from experienced team members
• Opportunities for career advancement and growth within the company

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds and perspectives.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job