Customer Support Representative – Global SaaS Platform Support & Technical Triage (Portuguese)

About arenaflex – Transforming the Future of Work

arenaflex is a leading provider of cloud‑based workflow and service management solutions that empower modern enterprises to operate faster, smarter, and more sustainably. Our platform unifies IT, employee, and customer experiences, delivering a single source of truth for every task, request, and process across the organization. With a culture built on disruption, curiosity, and relentless customer focus, arenaflex is redefining how work gets done in the digital age.

Our mission is simple yet ambitious: to make work effortless for every employee, every customer, and every partner. We achieve this by continuously innovating, listening to our users, and fostering an environment where bold ideas thrive. If you’re passionate about technology, love solving problems, and want to be part of a fast‑growing, inclusive community, arenaflex could be the perfect place for you.

Position Overview – Why This Role Matters

arenaflex is seeking a motivated and customer‑obsessed Customer Support Representative to join our global Customer Support team. In this role, you will be the first line of defense for our rapidly expanding customer base, delivering best‑in‑class technical assistance for the arenaflex platform and its ecosystem of store applications. Your work will directly influence customer satisfaction, product adoption, and the overall reputation of arenaflex as a trusted partner.

Based in our location office (or remote, depending on your work persona), you will collaborate with cross‑functional teams, including product engineering, professional services, and global support peers, to ensure every customer interaction is resolved efficiently and with a personal touch.

Key Responsibilities

• Case Management & Triage: Log, prioritize, and resolve customer cases through the arenaflex Service Desk, documenting each step with precision.
• Technical Support Delivery: Provide initial triage via phone, email, or the arenaflex CRM, offering clear, concise solutions or workarounds for software and hardware issues.
• Escalation Coordination: Identify when cases require deeper expertise and seamlessly hand them off to internal or external Subject Matter Experts, ensuring timely resolution.
• Customer Guidance: Conduct walkthroughs, answer product‑specific questions, and coach users on how to maximize the arenaflex platform’s capabilities.
• Documentation Gap Analysis: Detect gaps in self‑service knowledge bases and collaborate with the Knowledge Management team to create or improve articles.
• Store Application Support: Assist customers with arenaflex Store applications, troubleshooting installation, configuration, and usage challenges.
• Case Load Management: Efficiently manage multiple concurrent cases while maintaining high quality and adherence to Service Level Agreements (SLAs).
• Peer Collaboration: Share insights, assist teammates with complex cases, and contribute to a culture of collective problem‑solving.
• User Acceptance Testing (UAT): Participate in UAT cycles for new releases, providing feedback from a support perspective to improve product stability.
• Global Forum Representation: Represent arenaflex peers in Transfer of Information (TOI) forums and other training sessions, fostering knowledge exchange across regions.

Essential Qualifications

• 2–4 years of experience in an IT helpdesk or technical support environment, preferably with a focus on SaaS platforms.
• Strong technical foundation with the ability to quickly learn and master new technologies, especially cloud‑based service management tools.
• Excellent written and verbal communication skills in Portuguese and English, enabling you to articulate complex concepts clearly.
• Demonstrated ability to achieve first‑call resolution through effective questioning, active listening, and problem‑solving.
• Basic understanding of ITIL principles and business processes, allowing you to align support activities with industry best practices.
• Proven track record of handling difficult conversations with customers while maintaining professionalism and empathy.
• Self‑starter attitude with the capacity to work both independently and as part of a collaborative team.

Preferred Qualifications & Additional Skills

• Familiarity with the arenaflex platform or similar enterprise service management solutions.
• Experience troubleshooting SaaS applications, including installation, configuration, and integration challenges.
• Exposure to scripting or basic automation (e.g., PowerShell, JavaScript) to streamline repetitive support tasks.
• Knowledge of REST APIs and data integration concepts, which can enhance your ability to diagnose complex issues.
• Certification in ITIL Foundation, CompTIA A+, or related credentials.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping users succeed and a commitment to delivering delightful experiences.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose actionable solutions.
• Effective Communication: Clear, concise, and courteous interaction style across multiple channels (phone, email, chat).
• Time Management: Prioritization of tasks to meet SLA targets while juggling a high volume of cases.
• Collaboration: Strong teamwork ethic, willingness to share knowledge, and openness to feedback.
• Adaptability: Comfort with a fast‑changing environment, rapid product releases, and evolving support processes.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Representative, you will have access to:

• Structured mentorship programs pairing you with senior support engineers and product managers.
• Continuous learning pathways, including internal training portals, external certifications, and conference attendance.
• Opportunities to transition into specialized roles such as Technical Account Manager, Product Specialist, or Support Engineering.
• Regular performance reviews focused on skill expansion, goal setting, and career trajectory planning.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diverse perspectives, encourage experimentation, and reward results that move the business forward. Whether you work from a modern office hub, a co‑working space, or your home office, arenaflex provides the tools, flexibility, and trust needed to thrive.

Key cultural highlights include:

• Flex Work Personas: Choose the work style that best fits your role—remote, hybrid, or on‑site—while maintaining high performance.
• Inclusive Communities: Employee Resource Groups (ERGs) for underrepresented voices, regular inclusion workshops, and a zero‑tolerance policy for discrimination.
• Recognition Programs: Quarterly awards, peer‑to‑peer shout‑outs, and performance bonuses that celebrate both individual and team achievements.
• Well‑Being Initiatives: Mental health resources, flexible time‑off policies, and wellness stipends to support a balanced life.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:

• A base salary that aligns with market benchmarks for the region, complemented by performance‑based bonuses.
• Equity participation, giving you a stake in arenaflex’s long‑term success.
• Comprehensive health, dental, and vision plans, including flexible spending accounts.
• Retirement savings options with company matching contributions (e.g., 401(k) in the U.S.).
• Paid parental leave, family care assistance, and generous vacation policies.
• Professional development budget, tuition reimbursement, and access to a vast library of online courses.
• Employee discount programs, commuter benefits, and a modern office environment equipped with collaborative spaces.

How to Apply

If you are ready to join a dynamic, forward‑thinking organization where your technical expertise and customer empathy will make a tangible impact, we encourage you to submit your application today. arenaflex welcomes candidates from all backgrounds, including those who may not meet every listed qualification but possess the drive and potential to excel.

Click the link below to start your journey with arenaflex. We look forward to learning how your unique experiences can contribute to our mission of making work effortless for everyone.

Apply Job!

Equal Opportunity & Accessibility

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation to complete any part of the application process, please contact our talent acquisition team at [email protected]. We are dedicated to ensuring an accessible and equitable hiring experience for everyone.