Experienced Customer Support Specialist – Sports Technology and SaaS Platform

At arenaflex, we're on a mission to revolutionize the way sports officials manage their schedules, assignments, and payments. As a leading SaaS platform, we're committed to providing exceptional support to our customers, and we're looking for a talented and dedicated individual to join our team as a Customer Support Specialist.

About arenaflex

arenaflex is a cutting-edge technology company that empowers referee/umpire associations and sports leagues to streamline their operations. Our platform is used by over 50,000 referees and umpires worldwide, and we're proud to have partnered with several state soccer referee associations in the United States. Our work with the Officials Management Group has further solidified our position as a leader in the sports technology industry.

Why Join arenaflex?

As a Customer Support Specialist at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional support to our customers. You'll be part of a dynamic and growing company that values innovation, collaboration, and customer satisfaction. Our flexible schedule and fully remote work environment mean that you can work from anywhere, at any time, as long as you have a reliable internet connection and a laptop.

Key Responsibilities

As a Customer Support Specialist at arenaflex, your primary responsibilities will include:

• Responding to and handling technical support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.
• Developing the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.
• Answering incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how arenaflex can improve the user experience.
• Troubleshooting technical issues within the system and solving problems as they arise.

Requirements

To be successful in this role, you'll need to possess the following skills and qualifications:

• Autonomy: You'll work independently with minimal guidance or oversight, so you'll need to be self-motivated and able to manage your time effectively.
• Attention to Detail: You'll need to be thorough and accurate when reading, interpreting, and performing tasks, so attention to detail is essential.
• Client Relations/Customer Service: You'll be the face of arenaflex, so you'll need to be able to provide exceptional customer service and build strong relationships with our customers.
• Communication: You'll need to be fluent in English and able to communicate effectively, both in written and oral forms, using proper spelling and grammar.
• Problem-Solving Skills: You'll need to be able to use critical thinking skills to work through the details of a problem to reach a solution.
• Resourcefulness: You'll need to be able to creatively handle new situations or difficulties skillfully and promptly.
• Taking Initiative + Self-Driven: You'll need to be able to see an opportunity or need and act upon it without being asked or told.

Working Hours

As a Customer Support Specialist at arenaflex, you'll work a full-time contract position with approximately 35 hours per week. At least half of your work time should be scheduled within Eastern time working hours of 9am-5pm, Monday-Friday. You must be located in the Pacific, Mountain, Central, or Eastern time zones.

Benefits

As a valued member of our team, you'll enjoy the following benefits:

• USD $25/hour: You'll be compensated at a competitive hourly rate.
• Flexible schedule: You'll have the flexibility to work from anywhere, at any time, as long as you have a reliable internet connection and a laptop.
• No expectations for evening or weekend work: You'll have a healthy work-life balance and won't be expected to work outside of regular business hours.
• Fully remote position: You'll be able to work from the comfort of your own home or office, without the need for a daily commute.

Required Education and Experience

To be considered for this role, you'll need to have:

• Minimum formal education of high school diploma or GED: You'll need to have a high school diploma or equivalent to be considered for this role.
• Intermediate computer knowledge: You'll need to have intermediate computer knowledge, including the use of web apps in general, and understanding web technology from an end-user's perspective.
• Ability to independently learn and implement new technologies quickly: You'll need to be able to learn and implement new technologies quickly, without requiring extensive training or guidance.

Preferred Education and Experience

While not required, previous experience handling technical support for a SaaS company is highly preferred. If you have experience in this area, please highlight it in your application.

How to Apply

To apply for this role, please submit your application through our online job application form. We'll review applications on a rolling basis until the position is filled. If you have any questions, please don't hesitate to contact us at [email protected]. No phone calls, please. Apply Job! Apply for this job