Experienced Customer Support Representative – Delivering Exceptional Service Experience for Global Customers at arenaflex

Introduction to arenaflex Imagine being part of a pioneering organization that has been at the forefront of transforming the way we work since 2004. arenaflex, a global market leader, has been leveraging innovative AI-enhanced technology to empower over 8,100 customers, including 85% of the Fortune 500 ® , to find smarter, faster, and better ways to work. Our intelligent cloud-based platform seamlessly connects people, systems, and processes, and we're just getting started on our mission to make the world work better for everyone. Job Overview arenaflex is seeking a highly motivated and customer-centric Customer Support Representative to join our dynamic Customer Support team. As a key member of our team, you will play a vital role in delivering best-in-class support for the arenaflex platform, ensuring a positive customer experience. If you're passionate about providing exceptional service, thrive in a fast-paced environment, and are eager to learn and grow with a global leader, we encourage you to apply for this exciting opportunity. Key Responsibilities Log cases on the IT Service Desk and maintain detailed records of software and hardware problems detected. Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email in a timely and efficient manner. Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions, promoting knowledge sharing and collaboration. Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or arenaflex CRM in a timely and efficient manner. Escalate cases to internal or external support resources and Subject Matter Experts when necessary, ensuring seamless issue resolution. Support users in the use of the arenaflex platform by providing necessary advice and/or walk-through, empowering them to maximize the platform's capabilities. Identify self-service documentation gaps and contribute to the development of user-friendly resources. Provide support for arenaflex Store Applications, ensuring a smooth user experience. Manage multiple cases daily, prioritizing and organizing tasks to meet customer needs and expectations. Assist peers with their cases, fostering a collaborative and supportive team environment. Participate in User Acceptance Testing (UAT), contributing to the continuous improvement of our products and services. Essential Qualifications To succeed in this role, you should possess: A technical background and the ability to learn and absorb technology quickly, staying up-to-date with the latest trends and innovations. Excellent written and verbal communication skills, with the ability to articulate complex technical concepts in a clear and concise manner. Prior experience working in a helpdesk environment, using technical skills to resolve end-user issues on a first-call resolution basis. The ability to communicate effectively with people at all levels, from technical experts to non-technical stakeholders. The ability to have difficult conversations with customers, remaining calm, professional, and empathetic in challenging situations. The ability to ask clear and precise questions to ascertain the exact details of the problem, ensuring accurate issue diagnosis and resolution. The ability to work as part of a team and on your own initiative, demonstrating adaptability, flexibility, and a strong work ethic. Preferred Qualifications In addition to the essential qualifications, we prefer candidates with: Understanding of ITIL skills and business processes, with the ability to apply this knowledge in a practical context. 2+ years of experience working within an IT environment, with a strong foundation in technical support and customer service. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their skills and careers. As a Customer Support Representative, you'll have access to: Comprehensive training programs, including technical training, soft skills development, and leadership development. Opportunities for career advancement, with a clear path for professional growth and development. A collaborative and supportive team environment, with a strong focus on knowledge sharing and mentorship. Access to cutting-edge technology and innovative tools, with the opportunity to work with a global leader in the industry. Work Environment and Company Culture arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We offer a flexible and supportive work environment, with a range of benefits and perks, including: Flexible working hours and remote work options, with the ability to work from anywhere. A comprehensive benefits package, including health insurance, retirement savings, and paid time off. A range of employee recognition and reward programs, with opportunities for bonuses and incentives. A strong focus on work-life balance, with a commitment to supporting the well-being and mental health of our employees. Compensation and Perks arenaflex offers a competitive compensation package, with a range of benefits and perks, including: A base salary range of $78,400 - $121,600, depending on location and experience. Equity and variable/incentive compensation opportunities, with the potential for bonuses and stock options. A comprehensive benefits package, including health insurance, retirement savings, and paid time off. A range of employee recognition and reward programs, with opportunities for bonuses and incentives. Conclusion If you're a motivated and customer-centric individual who is passionate about delivering exceptional service experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team. As a Customer Support Representative, you'll play a vital role in helping us achieve our mission to make the world work better for everyone. Don't miss out on this chance to join a global leader in the industry and take your career to the next level. Apply now and become part of the arenaflex team! Apply for this job