Experienced SaaS Customer Support Specialist – Pharmacy and Healthcare Industry Expertise

Job Type:

Full-time (Exempt)

Location:

Fully Remote (United States)

Reports to:

Customer Success Manager

About arenaflex:

arenaflex is the leading provider of innovative pharmacy purchasing and inventory management solutions. Our SaaS platform empowers pharmacies across the nation to streamline their operations, reduce costs, and stay compliant in an increasingly complex and competitive landscape. We are committed to delivering cutting-edge solutions to pharmacies so they can simplify their daily activities and focus on providing the best patient care possible. If you're looking for a role where you can make a meaningful impact in communities across the country, all while earning a competitive salary, you've come to the right place.

Work-Life Balance at arenaflex:

At arenaflex, we believe that work-life balance should have, well, balance. With team members across the United States, we value the freedom of fully remote work, flexible hours, and unlimited paid time off (PTO). We understand that our team members are more than just employees – they're individuals with unique needs and priorities. That's why we strive to create a work environment that supports and empowers our team members to achieve their goals, both personally and professionally.

Job Summary:

We are seeking an experienced SaaS Customer Support Specialist to join our team at arenaflex. As a key member of our customer success team, you will be responsible for providing top-notch software support to our end-users via inbound customer calls and email inquiries. You will analyze problems, research solutions using available resources, and provide clear and concise answers to our customers. In addition, you will provide end-user support and training, present new services to existing customers, and coordinate with internal teams to ensure our clients are quickly and thoroughly supported.

Responsibilities:

* Master the features and functionality of our supported software applications and maintain knowledge of software updates and enhancements

• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize, and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to the correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• On a rotating basis (one week a month), share weekend and nightly on-call for emergency support situations

Requirements:

* 3+ years of software/application support experience specifically for a B2B SaaS product

• Clear and concise communication and documentation style
• Ability to break down, analyze, and solve complex problems
• Organization and time management skills are a MUST
• Must be self-directed and thrive in a fast-paced environment with minimal direction
• Excellent written and verbal communication skills

Nice to Have:

* Experience supporting a healthcare or pharmaceutical industry SaaS product

• HubSpot experience

Perks and Benefits:

We are proud to offer generous benefits, including:

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flexible Hours
• 100% healthcare premiums covered for employees
• 70% healthcare premiums covered for dependents
• Low-cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement

Compensation:

The estimated base salary range for this role is $53,000-65,000/year. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, geographic market, and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

Location:

arenaflex is currently hiring only in the following states: Florida, Georgia, Illinois, Louisiana, Maine, Maryland, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Virginia, and Wisconsin. Candidates must reside in one of these states to be considered for this position.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability, or any other characteristic protected by law.

E-Verify:

We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.

Background Check:

Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support to our customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply for this job