Experienced Customer Support Specialist – Delivering Exceptional User Experiences in a Dynamic and Mission-Driven Environment at arenaflex

Introduction to arenaflex arenaflex is on a mission to empower individuals to reach their full potential by enhancing access to career services. Initially focused on the traditional higher education market, our innovative All-In-One Virtual Career Center has been successfully implemented by a wide range of institutions to significantly improve career readiness, utilization of career services, and student outcomes. As a mission-driven organization, we prioritize a fun, collaborative culture that puts people first, fostering an environment where our team members can thrive and grow. About the Role We are seeking a highly skilled and dedicated Customer Support Specialist to join our team on a contract basis for 6 months, with the potential for extension or conversion to a permanent role based on performance and company needs. As a Support Specialist at arenaflex, you will play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You will work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. Key Responsibilities Provide email support to arenaflex customers via our internal ticket queue, resolving general questions, completing platform configuration, and setting up integrations on clients' behalf. Troubleshoot and escalate issues to relevant functional teams or account owners, ensuring prompt resolution and minimal disruption to our users. Configure fields in the admin console of our SaaS product, including DNS, single-sign-on (SSO) issues, and managing .csv imports, to ensure seamless functionality and integration. Maintain high standards for response and resolution times, ensuring user satisfaction and loyalty to our brand. Collaborate with the Support Team to share trends, insights, and improve the overall user experience, driving continuous improvement and innovation. Review documentation and flag opportunities for additional internal and external, client-facing documentation, ensuring that our users have access to comprehensive and up-to-date resources. Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience, consistently meeting and exceeding our users' expectations. Volume and Performance Expectations In this role, you can expect to handle approximately 30-40 tickets per day, requiring strong organizational and time management skills to prioritize and resolve issues efficiently. Your performance will be evaluated based on your ability to meet and exceed our service level agreements, ensuring high user satisfaction and loyalty to our brand. Essential Qualifications and Skills To be successful in this role, you will need to possess the following essential qualifications and skills: Ability to follow directions accurately and efficiently, with a strong attention to detail and ability to "read between the lines" of customer requests. Excellent verbal and written communication skills, with the ability to articulate complex technical information in a clear and concise manner. Ability to work independently and as part of a team, with a willingness to learn and ask questions to ensure continuous improvement and growth. Strong help desk skills with a focus on resolving user issues promptly, and a willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently. Experience configuring fields in an admin console within a SaaS product, including DNS, SSO, .csv imports, and spreadsheets. Ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue. Preferred Qualifications and Skills While not essential, the following qualifications and skills are highly desirable: Familiarity with HubSpot Service Queue or similar support platforms, with the ability to quickly adapt to new tools and technologies. Knowledge of WordPress or previous experience using arenaflex, with a strong understanding of our platform and its applications. Previous experience in an Enterprise SaaS Customer Support team, with a proven track record of delivering exceptional user experiences and driving customer satisfaction. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members, providing opportunities for continuous learning and professional development. As a Customer Support Specialist, you will have access to training and resources to enhance your skills and knowledge, with opportunities to progress to more senior roles or explore other areas of the business. Work Environment and Company Culture arenaflex operates as a fully remote organization, with a physical office in Cambridge, MA. We encourage mobility and flexibility, allowing our team members to work from their ideal environment and maintain a healthy work-life balance. Our culture is built on a foundation of collaboration, innovation, and mutual respect, with a strong emphasis on putting people first and driving social impact. Compensation, Perks, and Benefits We offer competitive compensation, with an hourly rate of $30-$40, as well as participation in a generous employee equity stock option program. Our benefits package includes a wide range of employee benefits, with a commitment to being an equal opportunity employer and maintaining a diverse and inclusive work environment. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional user experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. With a strong commitment to our mission and values, we are dedicated to making a positive impact on the lives of our users and driving social change. Don't miss out on this chance to be part of a dynamic and mission-driven organization – apply today! Equal Opportunity Employer arenaflex is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact us at [email protected] . We are committed to providing reasonable accommodations and ensuring equal access to our hiring process. Apply for this job