Experienced Customer Support Specialist – Data Analysis & Reporting SaaS App

At arenaflex, we're on a mission to revolutionize the way businesses analyze and report data from popular apps and APIs. Our innovative SaaS app is trusted by over 4,500 businesses worldwide, and we're looking for a highly skilled and passionate Customer Support Specialist to join our team.

About arenaflex

arenaflex was founded in 2017 with a vision to provide the best tool for data analysis and reporting. Our small team of highly effective individuals works across three continents, and we're proud to have built a reputation for delivering world-class support to our customers. With a strong focus on innovation and customer satisfaction, we're committed to helping businesses unlock the full potential of their data.

The Role

We're seeking a data-savvy Customer Support Specialist to provide exceptional support to our customers through various channels, including email, live chat, and phone/video calls. As a key member of our team, you'll be responsible for:

• Reading and replying to customer emails and live chat queries in a timely and professional manner
• Investigating and resolving customer issues related to our SaaS app, including custom reports, formulas, and data analysis
• Creating engaging screencasts to demonstrate the functionality of our app and provide clear explanations to customers
• Collaborating with our team to develop documentation and knowledge base articles to improve customer support and self-service capabilities
• Participating in phone/video calls with larger customers to educate and walk through various features of our app (rarely required)

Required Skills

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

• Analytical reading: You'll spend most of your time reading and replying to customer emails, so you must be able to read between the lines and understand what customers are asking, not just what they're saying.
• Intelligible writing: Excellent written English skills are essential for customer replies, product documentation, and internal communication. You should be able to communicate clearly, concisely, and grammatically correctly.
• Problem-solving: You'll need to be tenacious in tackling new and unique report requests, considering various solutions to find the optimal one.
• Love for data and numbers: While you don't need extensive experience with data tools, you must have a comfort and interest in working with data. Experience with Excel formulas or SQL is a plus, but not required.

Preferred Skills

* Proficiency with data analysis tools: Familiarity with tools like Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools will help you quickly adapt to our app.

• Experience in e-commerce, accounting, or finance: Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts: You should be able to create clear and concise screencasts to demonstrate the functionality of our app and provide clear explanations to customers.

Working Remotely

As a remote worker, you'll need to be comfortable working from home or another remote environment with a dedicated workspace and reliable, high-speed internet access. You should be a self-starter, proactive, and capable of working independently with minimal supervision. Clear and frequent communication is essential, including regular updates on your progress, suggestions, issues, and questions.

What You Can Expect From Us

* Dedicated onboarding: You'll receive comprehensive onboarding with screen-sharing sessions with team members to ensure a smooth transition.

• Supportive team culture: Our team is transparent, public-by-default, and supportive. You'll be part of a collaborative environment that encourages open communication and feedback.
• Flexible work schedule: You'll have the flexibility to work at your own pace, with regular check-ins to track your progress.
• Fair compensation: Your compensation will be based on your skills and location.
• 25 days of paid leave annually: You'll have access to a generous paid leave policy to recharge and maintain a healthy work-life balance.

Join arenaflex Today!

If you're passionate about delivering exceptional customer support and have a love for data and numbers, we'd love to hear from you! Apply now to become a part of our innovative team and help us revolutionize the way businesses analyze and report data. Apply Job! Apply for this job