Support Specialist – Customer Care & Billing – Utility Software Solutions (Remote/Hybrid)

About arenaflex – Pioneering Utility Software Innovation

arenaflex is a leading provider of enterprise‑level, customer‑facing software solutions that empower more than 900 utilities and telecommunications providers across North America. Our mission is to deliver technology that is member‑centric, quality‑driven, and competitively priced. By combining deep industry expertise with cutting‑edge software development, arenaflex helps utilities streamline operations, improve customer satisfaction, and support the communities they serve. As a member‑focused organization, we pride ourselves on a culture of collaboration, continuous learning, and a relentless commitment to excellence.

Why This Role Matters

The Customer Care & Billing Support Specialist is a critical bridge between arenaflex’s innovative software platform and the utility clients who rely on it daily. In this role, you will ensure that billing calculations, payment processing, meter setup, and customer data management run smoothly for our clients. Your expertise will directly impact the reliability of essential services, the efficiency of utility operations, and the satisfaction of end‑users who depend on accurate billing and responsive support.

Key Responsibilities

• Provide end‑to‑end application support for arenaxflex’s Customer Care and Billing suite, including troubleshooting, training, and research.
• Act as the primary point of contact for utility clients, delivering timely resolutions and follow‑up communications.
• Collaborate closely with software engineers and product managers to convey customer feedback, reproduce issues, and influence product enhancements.
• Assist with software release processes, including pre‑release testing, documentation, and post‑release support.
• Deliver both remote and on‑site training sessions to utility staff, ensuring they are proficient in using the billing platform.
• Participate in an on‑call rotation to provide after‑hours support, guaranteeing 24/7 coverage for critical billing operations.
• Maintain detailed case logs, knowledge‑base articles, and status reports to promote transparency and continuous improvement.
• Support project management activities such as requirement gathering, status tracking, and stakeholder communication.

Essential Qualifications

• Customer Support Experience: Minimum 2 years of experience delivering phone‑based support, preferably in a utility, telecom, or SaaS environment.
• Technical Acumen: Strong PC skills, familiarity with Windows and web‑based applications, and a basic understanding of project management processes.
• Communication Excellence: Outstanding written and verbal communication abilities, polished telephone etiquette, and the capacity to convey complex technical concepts in plain language.
• Teaching Ability: Demonstrated experience training or mentoring users, conducting presentations, or leading workshops.
• Team Orientation: Ability to thrive both independently and as part of a collaborative, cross‑functional team.
• Education: Bachelor’s degree in Business, Information Systems, or a related field preferred; a high school diploma with equivalent experience is acceptable.

Preferred Experience & Skills

• Prior exposure to utility billing software or similar enterprise platforms.
• Experience with NISC (now arenaflex) software solutions or comparable utility management tools.
• Knowledge of regulatory compliance requirements in the utility sector (e.g., billing accuracy, data privacy).
• Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
• Public speaking or presentation experience, especially in technical or client‑facing contexts.
• Ability to quickly learn new software functionalities and stay current with industry trends.

Work Arrangement & Training

arenaflex values flexibility while recognizing the importance of hands‑on training for complex utility software. Candidates with proven utility industry experience and a solid foundation in arenaflex’s billing platform may be considered for a fully remote arrangement. Those new to the industry or without direct arenaflex software exposure will be required to start on‑site at our Lake Saint Louis, Missouri office to accelerate learning. After a comprehensive onboarding period, a hybrid schedule—combining remote work with periodic office visits—will be discussed and tailored to individual performance and business needs.

Career Growth & Development Opportunities

At arenaflex, we invest in our people. As a Support Specialist, you will have access to:

• Structured mentorship programs with senior engineers and product managers.
• Continuous learning resources, including certifications in ITIL, Project Management, and utility industry standards.
• Opportunities to transition into advanced technical roles such as Application Engineer, Product Analyst, or Customer Success Manager.
• Cross‑departmental projects that broaden your exposure to software development, product strategy, and client implementation.
• Regular performance reviews that align personal goals with arenaflex’s strategic objectives, ensuring clear pathways for promotion.

Compensation, Perks & Benefits

arenaflex offers a competitive salary package commensurate with experience, complemented by a comprehensive benefits suite that includes:

• Health, dental, and vision insurance with generous employer contributions.
• Retirement savings plan with company matching.
• Paid time off, holidays, and flexible vacation policies.
• Remote work stipend for home office setup and ongoing connectivity expenses.
• Professional development budget for conferences, courses, and certifications.
• Employee wellness programs, including mental‑health resources and fitness incentives.
• Recognition programs that celebrate individual and team achievements.

Culture & Work Environment at arenaflex

Our culture is built on three pillars: Innovation, Collaboration, and Service. We foster an inclusive environment where diverse perspectives are welcomed, and every employee is encouraged to contribute ideas that drive product excellence. Team members enjoy:

• Open communication channels with leadership and product teams.
• Regular virtual and in‑person gatherings that strengthen camaraderie.
• A supportive atmosphere that values work‑life balance and personal well‑being.
• Access to state‑of‑the‑art collaboration tools that enable seamless remote and hybrid work.

Application Process & Next Steps

If you are passionate about delivering top‑tier support for utility billing software, thrive in a fast‑paced environment, and are eager to grow within a forward‑thinking organization, we want to hear from you. To apply, click the link below and submit your resume, cover letter, and any relevant certifications. Our recruiting team will review your application, schedule an initial interview, and guide you through the next steps.

Apply Job!

Join arenaflex and Make an Impact

At arenaflex, your work directly influences the reliability of essential services for millions of customers. By joining our Support team, you become part of a mission‑driven organization that values expertise, empathy, and continuous improvement. Take the next step in your career—apply today and help us shape the future of utility technology.