Experienced Customer Support Specialist (Saas Experience) – Global Support Team

At arenaflex, we're on a mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide. As a fast-growing company with a strong commitment to sustainability and growth, we're looking for talented individuals to join our team of the #BestCoworkers. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you!

Why Choose arenaflex?

We're proud to offer a comprehensive set of benefits to our team members, regardless of their location. In addition to competitive base pay, we offer performance bonuses, ongoing learning bonuses, and health insurance, including dental, vision, and remote doctor services. To aid in your success, we provide world-class industry training, long-term career track opportunities, and ongoing learning bonuses. Our benefits package also includes:

• Long-term stability and career growth opportunities
• A supportive and inclusive work environment
• Flexible work arrangements, including remote work options
• Access to proprietary software and tools
• Merit-based promotional structure
• Annual merit-based compensation increases
• Opportunities for professional development and growth
• A commitment to giving back globally through our FXBuilds program

What You'll Get

As a member of our global support team, you'll have the opportunity to work with a diverse range of clients and technologies. You'll be responsible for providing exceptional customer support, troubleshooting technical issues, and escalating complex problems to our internal teams. Your day-to-day responsibilities will include:

• Ensuring all information necessary to the ticket has been completed by the requester
• Testing site bugs yourself and confirming if you're able to replicate
• Assigning/triaging helpdesk tickets to the right team member to execute on the fix
• Updating application documentation, processes, and standard operating procedures
• Publishing in-app guides/documentation answering frequently asked questions
• Completing and closing out tickets independently, when possible
• Manually testing new features and bug fixes
• Clearly communicating when requests need edits or additional information
• Reporting on weekly KPIs, including tickets received, tickets completed, and guide/help doc analytics/usage

Qualifications

We're looking for individuals with a strong passion for customer support and a knack for problem-solving. The ideal candidate will have:

• A bachelor's degree in a relevant field (preferred)
• Fluency in English (written and verbal)
• Comfortable with both object-oriented and procedural programming methodologies
• A customer-centric mentality and high empathy for users
• Ability to understand prioritization/urgency level
• Experience in technical software support, sales, or account management (bonus)
• Familiarity with CRM, email marketing, or helpdesk software (bonus)

Working Hours

Our global support team operates in multiple time zones, and we're looking for individuals who can work flexible hours to accommodate our clients' needs. The specific working hours for this role will depend on your location, but we're open to discussing flexible arrangements that work for you.

Compensation

We offer competitive compensation packages, including annual merit-based increases. Your salary will be negotiable based on your experience, and we're committed to providing a fair and equitable compensation structure.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you! Please submit your resume or CV (in English) to be considered for this opportunity. We consider all open roles when reviewing resumes and applications, so don't be afraid to apply for multiple positions.

arenaflex is an Equal Opportunity Employer

We're committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. Apply Job! Join our community and be part of a rapidly growing company that's committed to making a difference in the world! Apply for this job