Experienced Customer Support Associate (Hybrid) – Global Customer Experience Transformation

At arenaflex, we're on a mission to revolutionize the way our customers interact with our innovative construction software. As a Customer Support Associate, you'll play a vital role in shaping the customer experience and helping us achieve our vision of transforming the multi-trillion-dollar construction industry. We're seeking a highly motivated and customer-centric individual to join our world-renowned Customer Support Team, working in a hybrid environment with split time between remote and in-office work.

About arenaflex

arenaflex is a global leader in construction software, empowering innovators to turn their ideas into reality. Our software is used by architects, engineers, contractors, and builders to create the greenest buildings, cleanest cars, smartest factories, and biggest hit movies. We take pride in our culture, which is built around our Culture Code – a set of values and ways of working that help our people thrive and realize their potential. When you're an arenaflex team member, you can be your whole, authentic self and do meaningful work that helps build a better future for all.

Responsibilities

As a Customer Support Associate, you'll be responsible for providing exceptional customer service through live chat, email, and phone interactions. Your primary focus will be on troubleshooting technical issues, product usage questions, onboarding, set up, and subscription inquiries. You'll also collaborate with other teams, including Sales, Customer Success, Engineering, Customer Experience, and Finance, to ensure quality interactions and promote the voice of the customer. Some of your key responsibilities will include:

• Supporting customers through live chat, email, and phone interactions
• Troubleshooting technical issues and logging tickets with accurate information
• Collaborating with other teams to ensure quality interactions and promote the voice of the customer
• Communicating daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback
• Participating in support-related projects to improve our team and use your unique skill set
• Embodying arenaflex's "Great Behavior" values on the 'how' (courage, accountable, smart) and the 'what' (team goals – CSAT, quality, productivity, adherence, and more)
• Being seen throughout the organization as accountable, optimistic, and respectful, with a continuous improvement mindset and an abundance of ideas

Minimum Qualifications

To be successful in this role, you'll need:

• 1+ years of experience in Customer Support (individual contributor role) with experience in email, phone, and live chat in a SaaS environment
• Understanding of the difference between technical troubleshooting and brute force
• Experience working to service indicators and using these to succeed for our customers
• Elevated verbal and written skills, along with composure and patience
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software like Microsoft Suite, OneDrive
• Collaborative and consultative work style with an elevated level of integrity and accountability
• Ability to juggle multiple things at once, including customer interactions, using resources, supporting your peers, and motivated to learn new things

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Experience working in a construction software environment
• Knowledge of construction industry trends and technologies
• Familiarity with arenaflex's software and products
• Experience working in a hybrid environment with split time between remote and in-office work

What We Offer

As an arenaflex team member, you'll enjoy a competitive compensation package, including:

• Salary transparency: Starting base salary between $48,300 and $78,100, depending on experience and geographic location
• Annual cash bonuses and commissions for sales roles
• Stock grants
• Comprehensive benefits package, including health and financial benefits, time away, and everyday wellness
• Opportunities for career growth and professional development
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

Equal Employment Opportunity

arenaflex is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more about our diversity and inclusion initiatives here: https://www.arenavflex.com/company/diversity-and-belonging

How to Apply

If you're passionate about delivering exceptional customer service and want to be part of a dynamic team that's transforming the construction industry, apply now! Join our talent community to stay up-to-date on new job opportunities and the latest arenaflex news. Apply Job! Apply for this job