Experienced Customer Support Representative II – Global Operations

Join arenaflex, a leading SaaS company dedicated to helping property managers streamline their communications, operations, and growth. Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic and innovative environment where you can make a positive impact on people's lives? Look no further! arenaflex is seeking an Experienced Customer Support Representative II to join our global operations team.

About arenaflex

arenaflex is a high-growth, entrepreneurial company that has revolutionized the property management industry with its comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform. Founded in 2013, our mission is to tame small business chaos by providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. With a focus on delivering full solutions through software, integrations, content, and partnerships, arenaflex is committed to supporting property managers every step of the way.

Our Culture

At arenaflex, we foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. We believe in the importance of teamwork, innovation, and continuous learning, and we're committed to creating a supportive and collaborative work environment that encourages growth and development.

Role Summary

As an Experienced Customer Support Representative II, you will play a critical role in assisting customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. Your focus will be on troubleshooting and resolving complex issues to increase customers' interaction with the product and improve full adoption.

Key Responsibilities

* Provide advanced technical support to customers on issues escalated by the Customer Support Representative I team

• Troubleshoot and resolve complex issues to increase customers' interaction with the product and improve full adoption
• Respond to customer inquiries and own the outcome
• Maintain high CSAT scores (96.0% or higher)
• Collaborate with internal teams to resolve customer issues and improve product adoption
• Develop and maintain in-depth knowledge of arenaflex's products and services
• Stay up-to-date with industry trends and best practices in customer support

Expectations for Your First 90 Days

* Confidence in handling customer issues independently by 90 days

• CSR will respond to customer inquiries and own the outcome
• Equal contributor of workload responsibilities
• Customer Obsession - Maintain high CSAT Score of 96.0%
• Update or write at least one help article per month

A Day in the Life of...

* Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty

• Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Consultative Expertise: Possesses a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
• Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement

Perks

* 8 Company Holidays + Week off at Christmas

• Unlimited PTO
• 1 Volunteer day with the organization of your choice
• Birthday lunch on us
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome-driven work environment with a smart, hard-working team
• Location independence
• Mission-driven company and values-based culture

Requirements

* Proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams

• Embrace learning new technology
• Learn fast
• Communicate crisply
• Proactively seek solutions
• Own the outcome
• Embody emotional maturity
• Bring an optimistic "can-do" attitude
• Supply your own internet and smartphone
• 2-5 years of experience
• Have B2B SaaS experience (preferred)

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and innovative team
• Collaborative and supportive work environment
• Continuous learning and development opportunities
• Flexible work arrangements, including remote work options
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused professional who is passionate about delivering exceptional support experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, through our website.

Note

We are only accepting applications outside of the US that can work in North America time zones.

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