Experienced Customer Support Specialist – Virtual Career Center Support
At arenaflex, we're on a mission to empower individuals to reach their full potential by providing unparalleled access to career services. Our innovative All-In-One Virtual Career Center has revolutionized the way institutions like UCLA, MIT, and Baton Rouge Community College deliver career readiness and student outcomes. As a key member of our support team, you'll play a vital role in ensuring our customers and users have an exceptional experience with our platform.
About arenaflex
arenaflex is a mission-driven organization that prioritizes people and fosters a fun, collaborative culture. We operate as a fully remote organization, allowing our employees to work from their ideal environment and promoting mobility. Backed by leading technology investors, including Growth Street Partners, Strada Education, and LearnLaunch, we're committed to making a lasting impact in the education and career services industry.
Job Overview
We're seeking an experienced Customer Support Specialist to join our team on a 6-month contract basis, with the potential for extension or conversion to a permanent role based on performance and company needs. As a Support Specialist, you'll provide exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You'll work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes.
Key Responsibilities
* Provide email support to arenaflex customers via internal ticket queue, resolving general questions and completing platform configuration and set up integrations on clients' behalf.
- Troubleshoot and escalate issues to relevant functional teams or account owners, maintaining high standards for response and resolution times.
- Configure fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports.
- Collaborate with the Support Team to share trends, insights, and improve the overall user experience.
- Review documentation and flag opportunities for additional internal and external, client-facing documentation.
- Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.
Overall Volume
* ~30-40 tickets per day
Competencies/Required 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
* Familiarity with HubSpot Service Queue or similar support platforms is a plus.
- Knowledge of WordPress or previous experience using arenaflex is a plus.
- Previous experience in an Enterprise SaaS Customer Support team.
Compensation
* $30 - $40 an hour
What We Offer
At arenaflex, we care deeply about our people and strive to create a work environment that reflects our values. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits, and a commitment to being an equal opportunity employer.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact [email protected].
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
Apply Now
If you're passionate about delivering exceptional customer support and want to join a mission-driven organization that prioritizes people, apply now! Apply for this job