Experienced Full Stack Customer Support Analyst – Order-to-Cash Software and Digital Payments Expert

At arenaflex, we're revolutionizing the way businesses manage their order-to-cash processes. As a leader in B2B order-to-cash software and digital payments, we help finance leaders control costs, accelerate cash flow, and improve customer satisfaction. We're now seeking an experienced Full Stack Customer Support Analyst to join our team and help us deliver exceptional customer experiences.

About arenaflex

arenaflex is a market leader in the B2B order-to-cash software and digital payments space, with over 2,600 global customers and more than $1 trillion invoice dollars processed. Our culture is built on a foundation of customer commitment, engagement, and urgency. We're a team of innovators, thinkers, and problem-solvers who are passionate about delivering meaningful customer outcomes.

Job Summary

As an Experienced Full Stack Customer Support Analyst at arenaflex, you'll play a critical role in delivering an elevated level of support to our customers and their teams. You'll be responsible for interacting with customers across all communication means, managing a fluid workload, and utilizing your comprehensive working knowledge of our products and technologies to provide guidance and solutions that extend beyond textbook customer support. You'll also work closely with internal teams to attain swift answers and game plans for complicated inquiries, ultimately benefiting the customer experience.

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 appropriately 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 knowledgebase 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 Software as a Service (SaaS) environment.

• Strong technical skills, including a 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 the skill of 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 your home, a coffee shop, or a company-paid WeWork location.

• A Culture that Lives its Values: Our values are not just words or window dressing; they guide our decisions, big and small, each and every day.
• Flexible Working Hours: We support your lifestyle, and the results are what count.
• Open PTO: Work-life balance is important, and we believe in giving our employees time to truly relax and recharge.
• Sabbatical: A paid leave to reward longevity and commitment to arenaflex.
• Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
• Opportunities for Growth: Professional development can take many shapes, and 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: 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.

Compensation

The expected base salary range for this position is $70,000-$80,000 annually. Compensation may vary depending on several factors, including a candidate's qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.

Don't Meet Every Single Requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At arenaflex, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!

How to Apply

If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job