Experienced Customer Support Representative – Payment Processing and Merchant Services
Join arenaflex, a leading payment processing company, as an Experienced Customer Support Representative and be part of a dynamic team that is changing the way businesses accept payments. As a key member of our Customer Support team, you will play a critical role in providing industry-leading customer service and technical support to our merchants, ensuring that they have a seamless experience with our payment processing solutions.
About arenaflex
arenaflex is a recognized leader in the payments industry, processing over $12 billion dollars annually for thousands of businesses. Founded in 2000 by three UCSB graduates, arenaflex has grown from a bootstrapped startup to a respected company that values long-term relationships over short-term profits. Our people-first culture fosters a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.
Why Join arenaflex?
* We exist to drive the success of our partners, and we do this by fundamentally changing the way you transact with others.
- We believe in building long-term relationships with our merchants, and we strive to provide exceptional customer service and technical support.
- We offer a dynamic and supportive work environment where you can grow and develop your skills.
- We provide a comprehensive Total Rewards package, including health, dental, and vision benefits, 401k with 6% match, and paid time off.
Responsibilities
As an Experienced Customer Support Representative, you will be responsible for:
- Responding to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
- Managing internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
- Guiding new merchants through the onboarding process, providing clear instructions on how to use arenaflex and ensuring proper setup of partner software.
- Accurately setting up new accounts, assessing for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
- Ensuring that relevant teams are included in communications and that stakeholder requests are addressed promptly.
Qualifications
To be successful in this role, you will need:
- 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
- Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
- Familiarity with Zendesk or similar customer service platforms is a plus.
- Familiarity with Salesforce is a plus.
- Comfortable using technology, including computers, software programs, and mobile apps.
Skills and Competencies
To succeed in this role, you will need:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong attention to detail and organizational skills.
- Ability to work collaboratively with cross-functional teams.
Career Growth Opportunities and Learning Benefits
arenaflex offers a range of career growth opportunities and learning benefits, including:
- Professional development programs to help you grow and develop your skills.
- Opportunities to work on high-impact projects and contribute to the success of our merchants.
- Collaborative work environment where you can learn from and share knowledge with your colleagues.
- Access to industry-leading training and development programs.
Work Environment and Company Culture
arenaflex offers a dynamic and supportive work environment where you can grow and develop your skills. Our company culture values long-term relationships over short-term profits, and we strive to provide exceptional customer service and technical support to our merchants.
Compensation, Perks, and Benefits
arenaflex offers a comprehensive Total Rewards package, including:
- Health, dental, and vision benefits.
- 401k with 6% match.
- Paid time off.
- Home office equipment stipend.
- Annual Learning Stipend.
- Quarterly "fun budgets" for team bonding events.
- Opportunity to be part of a company that is changing a whole industry.
- Opportunity for growth within the company.
- Opportunity for remote, in-office, or hybrid work.
Equal Opportunity Employer
arenaflex is an equal opportunity employer. We strive to create a work environment where people from all backgrounds and identities thrive. We firmly believe that more diversity and inclusion in our workforce creates a stronger team, product, and culture.
How to Apply
If you are a motivated and customer-focused individual who is passionate about providing exceptional customer service and technical support, we encourage you to apply for this exciting opportunity. Apply for this job