Experienced Technical Customer Support Specialist – Building Intelligence Solutions

At arenaflex, we're dedicated to empowering our customers with innovative solutions that fuel their success throughout the building lifecycle. As a Technical Customer Support Specialist, you'll play a vital role in delivering exceptional service standards, efficient responses to customer inquiries, and maintaining high customer satisfaction. If you're passionate about providing top-notch support and have a knack for problem-solving, we want to hear from you!

About arenaflex

arenaflex is a global industrial technology innovator with a startup spirit. We accelerate transformation across a broad range of applications, including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale.

Job Responsibilities

As a Technical Customer Support Specialist, you'll be the direct link between arenaflex and our existing and potential customers. Your primary responsibilities will include:

• Providing support to customers via phone, email, chat, and online help channels
• Answering basic, general questions about products and orders
• Assisting with billing and invoice issues, such as payments, refunds, order replacements, and cancellations
• Providing general how-to guidance and user information with company software products
• Troubleshooting errors or issues with company software products, including identifying issues, researching answers, and elevating to the next level of support for resolution when required
• Logging customer contacts into a ticketing system for handling, tracking, and follow-up of customer issues and needs
• Responding to customers in a timely and efficient manner within designated service level agreements
• Assisting in identifying areas of improvement for client and user training of supported software and programs
• Helping improve system performance by identifying problems and recommending changes
• Maintaining good interpersonal and customer service skills
• Working in a multi-task environment with limited supervision
• Working rotating shifts

Qualifications

To succeed in this role, you'll need:

• Previous call center/customer support center experience preferred
• Good written and oral communication skills
• Critical-thinking and conflict resolution skills
• Ability to multi-task, prioritize, and manage time effectively
• Proficiency in Microsoft Office products, including Word, Excel, and SharePoint
• Ability to learn and provide support to software at a rapid pace
• Experience with Salesforce and other software applicable to day-to-day tasks

Enabling Competencies

As a Technical Customer Support Specialist, you'll embody the following enabling competencies:

• Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions
• Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives
• Critical Thinking: Understand problems and ask the right questions to distill/simplify complex scenarios
• Innovation: Generate effective new approaches and solutions to enhance the customer experience and solve practical problems
• Adaptability: Effectively prioritize and proactively respond to customer needs
• Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers, driving continuous improvement through analytics
• Drive for Results: Self-motivated to exceed objectives as defined on time
• Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles

Work Environment and Culture

As a Technical Customer Support Specialist, you'll be part of a dynamic, inclusive culture that values growth, innovation, and customer satisfaction. You'll work in a fast-paced, multi-task environment with limited supervision, and be expected to work rotating shifts. arenaflex offers a comprehensive benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan. We're an equal opportunity employer and welcome applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

Compensation and Benefits

The salary range for this position is $35,700.00 - $66,300.00. This position is also eligible for bonus as part of the total compensation package. arenaflex offers a comprehensive benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan.

How to Apply

If you're passionate about providing top-notch support and have a knack for problem-solving, we want to hear from you! Apply now and join our team of innovative thinkers and customer-centric professionals. Apply for this job