Experienced Technical Customer Support Specialist – Delivering Exceptional User Experiences in Smart City Technologies at arenaflex

Introduction to arenaflex arenaflex is the pioneering neighborhood news feed that connects communities through accessible and user-friendly screens, fostering a sense of unity and social responsibility. As a woman-founded MIT startup, we are driven by a mission to transform cities into smart, social, and sustainable hubs. Our innovative approach has garnered significant attention, and we are now seeking a highly skilled and technical Customer Support Specialist to join our dynamic team. About the Role We are looking for an exceptional Customer Support Specialist who can provide our diverse customer base with a best-in-class user experience. Our customers include cities, residents, visitors, and advertisers of all sizes, each with unique needs and expectations. As our first in-house Customer Support Specialist, you will play a critical role in efficiently and effectively triaging and resolving customer requests, reporting directly to our VP of Operations. This is an exciting opportunity to make a meaningful impact in a fast-growing startup and contribute to the development of our customer support processes. Responsibilities Implement and refine customer support processes to enhance customer satisfaction and loyalty Assess and analyze support statistics, preparing detailed reports to inform data-driven decisions Respond to customer queries in a timely and accurate manner via chat, email, or phone, ensuring seamless communication and issue resolution Identify customer needs and provide personalized support to help customers utilize specific features and maximize their experience Collaborate with arenaflex's product, sales, and marketing teams to share feature requests, feedback, and insights, driving continuous improvement and growth Analyze and report product malfunctions, testing different scenarios and impersonating users to ensure thorough understanding and effective troubleshooting Update internal databases with information about technical issues and useful discussions with customers, maintaining accurate records and knowledge bases Monitor customer complaints on social media and proactively reach out to provide assistance, ensuring prompt issue resolution and positive brand representation Follow up with customers to ensure technical issues are resolved, spreading the arenaflex spirit and fostering long-term relationships Requirements and Qualifications To excel in this role, you should possess: 3+ years of experience as a Customer Support Specialist or in a similar highly technical customer support role Familiarity with the smart city technologies or related industries is a significant plus Experience using help desk software and remote support tools, with the ability to quickly adapt to new technologies Candidate Characteristics We are looking for a candidate with: Top-notch oral, written, and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner Well-developed arbitration skills, remaining open-minded and objective in resolving customer complaints and issues Capacity to accept and utilize constructive criticism, continuously improving performance and customer satisfaction Excellent problem-solving skills, with the ability to analyze complex issues and develop effective solutions Comfortable learning new software and technologies, with a strong desire to stay up-to-date with industry developments Self-driven and able to independently handle multiple tasks simultaneously, prioritizing and managing workload effectively Strong analytical skills, with the ability to interpret data and inform decision-making Bonus Points Candidates with the following experience or skills will be given preference: Experience using Freshdesk or similar help desk software Familiarity with the smart cities space and/or working with municipalities as a customer category Career Growth and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to: Ongoing training and professional development opportunities, enhancing your technical and customer support skills Cross-functional collaboration and knowledge sharing, providing a comprehensive understanding of our products and services Performance feedback and coaching, supporting your career advancement and goal achievement Work Environment and Company Culture arenaflex offers a unique and dynamic work environment, with: A dog-friendly office in Cambridge, providing a comfortable and relaxed workspace Flexible work arrangements, including remote work options and flexible PTO Virtual and in-person team events, fostering a sense of community and teamwork A company culture focused on talent development, diversity, and inclusion, with a strong emphasis on caring personally Compensation and Benefits arenaflex offers a competitive compensation package, including: Generous healthcare, dental, vision, and parental leave packages Free short- and long-term disability and life insurance Flexible PTO and remote work options Access to cutting-edge technologies and innovative products Conclusion If you are a motivated and customer-focused individual with a passion for smart city technologies, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at arenaflex, you will play a critical role in delivering exceptional user experiences and driving customer satisfaction. Join our dynamic team and contribute to the growth and success of our innovative startup. Apply now and become a part of the arenaflex family! Apply for this job