Experienced Customer Support Representative – Remote Technical Support and Customer Success Expert for a Leading SaaS Company

Welcome to arenaflex: A Dream to Build arenaflex is a fast-growing, innovative SaaS startup with a mission to make an outsized impact every day – for customers, partners, and employees. As a leader in the customer data platform market, we empower marketers to liberate their data and improve marketing outcomes. We're now seeking a highly skilled and motivated Customer Support Representative to join our rapidly expanding Support function, ensuring the successful use of our platform and providing exceptional support to our customers. About the Role As a Customer Support Representative at arenaflex, you will be the first line of support for our customers, leveraging your dynamic mix of communication skills, problem-solving ability, and technical expertise to provide efficient, effective, and seamless resolutions to customer issues. You will gain expertise in the arenaflex platform, collaborate with Customer Success Managers, and utilize our ticketing system to record and resolve customer issues. Key Responsibilities: Gain expertise in the arenaflex platform by analyzing, troubleshooting, and addressing problems submitted by customers through our ticketing system. Collaborate with Customer Success Managers to gain insight and context needed to resolve customer issues. Provide first-tier support by owning the intake, processing, resolution, and escalation of tickets. Utilize our ticketing system to record a complete record of troubleshooting using internal notes and detailed instructions to the customer. Stay current on all product releases and features to educate customers and overcome technical challenges. Assist with the research, planning, and implementation of processes, workflows, and tools as defined by Support leadership. Display intentional and cultivated engagement in meetings by asking questions and providing insight. Essential Qualifications: To succeed in this role, you should have: At least 2+ years of experience working in a similar technical support role. Experience working with customer data platforms, digital analytics, personalization, content management systems (CMSs), tag managers, data management platforms (DMPs), and/or web-based data and marketing technologies preferred. Prior frontend development experience (including HTML, CSS, and JavaScript), with the ability to identify and resolve connection and coding errors. Outstanding written and verbal communication skills. Exceptional organizational skills, with the ability to prioritize multiple tasks/projects and adapt to changing needs, while maintaining meticulous attention to detail. Strong eagerness to learn, ask questions, and contribute to the growth of a dynamic team. Preferred Qualifications: To stand out from the pack, you should have: Understanding of how APIs can be used to send and retrieve information. Experience working in the martech space and/or with enterprise software. A wide variety of technical experience across multiple disciplines. Experience working in a company with operations around the world. Skills and Competencies: To excel in this role, you should possess: Strong technical skills, with the ability to learn and adapt to new technologies. Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues. Exceptional communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders. Strong organizational and time management skills, with the ability to prioritize multiple tasks and projects. A strong customer-centric approach, with a focus on providing exceptional support and ensuring customer satisfaction. Career Growth Opportunities and Learning Benefits: At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Representative, you'll have access to: Ongoing training and development opportunities, including technical training and soft skills development. Career advancement opportunities, with the potential to move into leadership roles or specialized positions. A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer support. Exposure to a variety of web technologies, platforms, and strategies, with the opportunity to learn and adapt to new technologies. Work Environment and Company Culture: At arenaflex, we're driven by a collective passion, ethic, vision, and set of values that empower us to achieve extraordinary results. Our goal is to create a fun, productive, welcoming, and safe space where all employees can thrive and make an outsized impact every day. We're committed to: Building a diverse and inclusive workplace, where all employees feel valued and respected. Fostering a culture of innovation and experimentation, where employees are encouraged to try new things and learn from their mistakes. Providing a supportive and collaborative work environment, where employees can work together to achieve common goals. Recognizing and rewarding outstanding performance, with opportunities for career advancement and professional growth. Compensation, Perks, and Benefits: At arenaflex, we offer a competitive compensation package, including: A salary range that reflects your experience and qualifications. A comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) plan and other perks. A flexible and remote work environment, with the opportunity to work from home or from one of our office locations. Access to ongoing training and development opportunities, including technical training and soft skills development. Conclusion: If you're a motivated and experienced Customer Support Representative looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a leader in the customer data platform market, we're committed to delivering exceptional customer support and making an outsized impact every day. Join our team and help us build the best marketing technology product ever, period. Apply now and take the first step towards an exciting and rewarding career at arenaflex. We can't wait to hear from you! Apply for this job