Experienced Customer Support Representative II – Global Support Team
At arenaflex, we're on a mission to revolutionize the property management industry by providing innovative solutions that empower property managers to streamline their operations, improve tenant satisfaction, and drive growth. As a leading SaaS company, we're committed to delivering exceptional customer experiences that set us apart from the competition. We're seeking an experienced Customer Support Representative II to join our global support team, who will play a critical role in helping us achieve our mission. If you're a customer-centric professional with a passion for delivering exceptional support, we'd love to hear from you.
About arenaflex
arenaflex is a high-growth, entrepreneurial company that's dedicated to helping property managers succeed. Founded in 2013, we've built a comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform tailored specifically for the property management industry. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.
Join our dynamic team
At arenaflex, we foster a culture of transparency, open communication, and collaboration. Our employees benefit from a supportive and dynamic work environment, competitive salaries, and a range of perks and benefits. We're committed to supporting our employees' growth and development, and we offer opportunities for career advancement and learning.
Role Summary
As a Customer Support Representative II, you'll play a critical role in providing advanced technical support to our customers. Your primary focus will be on troubleshooting and resolving complex issues to increase customer adoption and satisfaction. You'll work closely with our technical teams to resolve issues and provide exceptional customer experiences.
Key Responsibilities
* Provide advanced technical support to customers, troubleshooting and resolving complex issues
- Collaborate with technical teams to resolve issues and improve customer experiences
- Develop and maintain in-depth knowledge of arenaflex's products and services
- Communicate effectively with customers, providing clear and concise solutions to their issues
- Work closely with the support team to ensure seamless handoffs and efficient issue resolution
- Participate in ongoing training and development to enhance skills and knowledge
- Meet or exceed customer satisfaction targets, including a CSAT score of 96.0%
Expectations for your first 90 days
* Demonstrate confidence in handling customer issues independently by 90 days
- Respond to customer inquiries and own the outcome, with a focus on autonomous issue resolution
- Contribute equally to the team's workload, handling an equal amount of work dispersed amongst the team
- Participate in ongoing training and development to enhance skills and knowledge
- Meet or exceed customer satisfaction targets, including a CSAT score of 96.0%
A day in the life of...
* Customer-Centric Approach: Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty
- Problem Resolution Proficiency: Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
- Consultative Expertise: Possess a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
- Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement
Perks
* 8 Company Holidays + Week off at Christmas
- Unlimited PTO
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome-driven work environment with a smart, hard-working team
- Location independence
- Mission-driven company and values-based culture
Requirements
* Proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic "can-do" attitude
- Supply your own internet and smartphone
- 2-5 years of experience
- Have B2B SaaS experience (preferred)
What we offer
* Competitive salary and benefits package
- Opportunities for career advancement and learning
- Collaborative and dynamic work environment
- Flexible work arrangements, including remote work options
- Recognition and rewards for outstanding performance
- Ongoing training and development to enhance skills and knowledge
How to apply
If you're a customer-centric professional with a passion for delivering exceptional support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply Job! Apply for this job