Experienced Customer Support Representative – Payment Processing and Merchant Services

At arenaflex, we're passionate about helping businesses succeed by providing innovative payment processing solutions. As a Customer Support Representative, you'll play a vital role in delivering exceptional customer experiences, ensuring timely and effective resolution of customer inquiries, and driving the success of our partners. If you're a customer-focused professional with a passion for the payments industry, we want to hear from you!

About arenaflex

arenaflex is a leading provider of payment processing solutions, dedicated to helping businesses thrive in the ever-evolving payments landscape. Founded in 2000, we've grown from a bootstrapped startup to a recognized leader in the industry, processing over $12 billion annually for thousands of businesses. Our people-first culture values long-term relationships over short-term profits, and we're committed to fostering a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.

Mission and Vision

Our Customer Support team's mission is to provide industry-leading customer service and technical support, empowering our clients to succeed by providing them with the support and resources they need to take full advantage of our platform. We deliver prompt and accurate answers and solutions for our clients, working closely with all departments to provide effective solutions to any issues that arise. Our vision is to provide award-winning customer service and technical support that achieves perennial success by focusing on the core values that shape the way arenaflex does business. We're committed to building long-term relationships with our partners, customers, and employees, and we're dedicated to making a positive impact in the payments industry.

Responsibilities

As a Customer Support Representative, you'll 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 succeed in this role, you'll 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 excel in this role, you'll 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

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Representative, you'll have opportunities to:

• Develop your skills and knowledge in the payments industry
• Take on new challenges and responsibilities
• Collaborate with cross-functional teams to drive business success
• Participate in training and development programs to enhance your skills and knowledge

Work Environment and Company Culture

We offer a flexible work environment that allows you to choose the work environment that best suits you – remote, in-office, or hybrid. Our office is located in downtown Santa Barbara, and we offer a range of benefits and perks, including:

• Company-provided equipment for your home office
• An equipment allowance for home office essentials
• Free instructor-led yoga classes via Zoom
• A dog-friendly office
• Collaborative work spaces with Herman Miller chairs, height-adjustable desks, and large 32-inch monitors

Compensation and Benefits

We offer a competitive hourly rate range of $26-28/hr, plus our Total Reward Benefit package, which includes:

• Health, dental, and vision paid 100% by company for you and your dependents
• 401k with 6% match
• FSA and Dependent Care FSA
• Long-term & short-term disability coverage for you paid 100% by company
• 8 paid company holidays per year
• 2 paid floating holidays per year
• 1 paid volunteer day per year
• Paid Time Off
• Home office equipment stipend
• Annual Learning Stipend
• Quarterly “fun budgets” for team bonding events

Company Values

At arenaflex, we're guided by a set of core values that shape the way we do business:

• Build the Dream: We're passionate about helping businesses succeed and creating a better future for our customers and partners.
• Put People First: We value long-term relationships over short-term profits and prioritize the needs of our customers and employees.
• Value Long Term Relationships Over Short Term Profit: We're committed to building lasting relationships with our partners, customers, and employees.
• Make it Simple: We strive

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