Experienced Technical Customer Support Executive – Delivering Exceptional Service to Independent Restaurant and Takeaway Owners through Multichannel Support and Technical Expertise

Welcome to arenaflex At arenaflex, we're revolutionizing the way independent restaurant and takeaway owners operate by providing them with cutting-edge technology and personalized support. Our mission is to make running a restaurant a satisfyingly simple experience, even in a complex and ever-changing world. We believe in empowering our customers with the tools and expertise they need to thrive on their own terms, and we're committed to delivering exceptional service and support every step of the way. About this Role Due to our continued growth and expansion, arenaflex is seeking a highly motivated and experienced Technical Customer Support Executive to join our team. As a key member of our support team, you will have the opportunity to work with a diverse range of customers, providing technical expertise and support to help them overcome challenges and achieve their goals. This is an exciting opportunity for a self-starter who is flexible, adaptable, and passionate about delivering exceptional customer service. Please note that this role involves working on a 7-day a week shift rota, covering 6am - 12am (UTC) shifts. We're looking for someone who is available to work evening shifts and weekends as required to meet the needs of our customers. Key Responsibilities Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution. Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills. Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs. Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our Salesforce system, ensuring proper tracking and follow-up. Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement. Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers. Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets. Embrace a positive customer-focused mindset: Strive to create exceptional customer experiences, building and maintaining strong customer relationships through friendly, helpful, and professional interactions. Essential Qualifications Fluency in English and Spanish: Exceptional verbal and written communication skills in English are essential, with the ability to communicate effectively in Spanish. Availability: Willingness and flexibility to work evening shifts and weekends as required to meet customer needs. Customer service experience: Prior experience in a customer support or service role, handling customer inquiries and resolving issues effectively and efficiently. Multichannel support skills: Proficiency in handling customer interactions through phone, email, and chat platforms, demonstrating excellent interpersonal and communication skills across different channels. Problem-solving abilities: Strong critical thinking and problem-solving skills to assess situations, analyze information, and provide appropriate solutions. Empathy and patience: Ability to empathize with customers, actively listen to their concerns, and remain calm and patient in challenging situations. Organizational skills: Detail-oriented with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously. Tech-savvy: Comfortable working with computer systems, software applications, and customer support tools. Experience with Salesforce is a plus. Preferred Qualifications Previous experience working in a technical support role, with a strong understanding of software and technology. Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and circumstances. Strong knowledge of the food industry and restaurant operations, with the ability to understand the challenges and needs of our customers. Experience working with diverse customer groups, with the ability to communicate effectively and build strong relationships. Skills and Competencies Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and other stakeholders. Strong problem-solving and analytical skills, with the ability to assess situations, analyze information, and provide appropriate solutions. Ability to work independently and as part of a team, with a strong sense of initiative and self-motivation. Strong organizational and time management skills, with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously. Ability to adapt to changing priorities and circumstances, with a strong sense of flexibility and resilience. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including on-the-job training, mentorship programs, and access to industry-leading conferences and events. We also offer a supportive and collaborative work environment, with a strong focus on teamwork and knowledge-sharing. As a Technical Customer Support Executive, you will have the opportunity to work with a diverse range of customers, develop your technical expertise, and build strong relationships with your colleagues and other stakeholders. You will also have the opportunity to contribute to the development of our products and services, and to help shape the future of our company. Work Environment and Company Culture At arenaflex, we're proud of our company culture and work environment. We're a dynamic and fast-paced company, with a strong focus on innovation, creativity, and customer satisfaction. We're committed to creating a positive and supportive work environment, with a strong emphasis on teamwork, collaboration, and mutual respect. We offer a range of benefits and perks, including flexible working hours, remote work options, and access to industry-leading technology and tools. We also offer a competitive salary and benefits package, with opportunities for career growth and development. Compensation, Perks, and Benefits At arenaflex, we offer a competitive salary and benefits package, with opportunities for career growth and development. We also offer a range of perks and benefits, including flexible working hours, remote work options, and access to industry-leading technology and tools. Some of the benefits and perks we offer include: Competitive salary and benefits package Flexible working hours and remote work options Access to industry-leading technology and tools Opportunities for career growth and development Supportive and collaborative work environment Recognition and reward programs Wellness and mental health programs Conclusion If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Technical Customer Support Executive at arenaflex, you will have the opportunity to work with a diverse range of customers, develop your technical expertise, and build strong relationships with your colleagues and other stakeholders. We're committed to creating a positive and supportive work environment, with a strong emphasis on teamwork, collaboration, and mutual respect. We offer a range of benefits and perks, including flexible working hours, remote work options, and access to industry-leading technology and tools. Don't miss out on this opportunity to join a dynamic and fast-paced company that is revolutionizing the way independent restaurant and takeaway owners operate. Apply today to become a part of our team and help us deliver exceptional service and support to our customers. Apply for this job