Experienced Customer Support Specialist – Virtual Career Center Support

At arenaflex, we're on a mission to empower individuals to realize their full potential by providing innovative career services and support. Our All-In-One Virtual Career Center is designed to revolutionize the way institutions and individuals approach career development, and we're looking for a talented Customer Support Specialist to join our team. As a Support Specialist at arenaflex, you'll play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You'll work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. About arenaflex arenaflex is a mission-driven organization that puts people first. We're a fully remote team with a physical office in Cambridge, MA, and we're committed to creating a fun and collaborative culture that encourages mobility and flexibility. Our team is passionate about improving access to career services and supporting individuals throughout their careers. We're backed by leading technology investors and are dedicated to making a positive impact in the education and career development space. Job Responsibilities As a Customer Support Specialist at arenaflex, you'll be responsible for: * Providing email support to arenaflex customers via our internal ticket queue * Resolving general questions, completing platform configuration, and setting up integrations on clients' behalf * Troubleshooting and escalating issues to relevant functional teams or account owners * Configuring fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports * Maintaining high standards for response and resolution times, ensuring user satisfaction * Collaborating with the Support Team to share trends, insights, and improve the overall user experience * Reviewing documentation and flagging opportunities for additional internal and external, client-facing documentation * Maintaining a standard level of excellence regarding response times, resolution times, and the quality of the client support experience Overall Volume You can expect to handle approximately 30-40 tickets per day, providing timely and effective support to our customers. Competencies/Required Skills To succeed in this role, you'll need: * The ability to follow directions accurately and efficiently * Excellent verbal and written communication skills * The ability to work independently and as part of a team * A willingness to learn and ask questions * Strong help desk skills with a focus on resolving user issues promptly * High attention to detail and the ability to "read between the lines" of customer requests * A willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently * Experience configuring fields in an admin console within a SaaS product * Experience with DNS, SSO, .csv imports, and spreadsheets * The ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue Bonus Skills While not required, the following skills are a plus: * Familiarity with HubSpot Service Queue or similar support platforms * Knowledge of WordPress or previous experience using arenaflex * Previous experience in an Enterprise SaaS Customer Support team Compensation We offer a competitive hourly rate of $30-$40 per hour, depending on experience. What We Offer At arenaflex, we care deeply about our people and are committed to creating a positive and inclusive work environment. We offer: * Competitive compensation and benefits * Participation in a generous employee equity stock option program * A wide range of employee benefits * A commitment to being an equal opportunity employer * A fun and collaborative culture that encourages mobility and flexibility Disability Accommodation If you require additional assistance at any point in the application and interview process, please contact [email protected]. How to Apply If you're passionate about delivering exceptional customer support and want to join a mission-driven team, please apply through our website. We can't wait to hear from you!

Why Join arenaflex?

At arenaflex, we're more than just a company – we're a community of passionate individuals dedicated to making a positive impact in the education and career development space. We're committed to creating a fun and collaborative culture that encourages mobility and flexibility, and we're always looking for talented individuals to join our team.

Our Mission

Our mission is to empower individuals to realize their full potential by providing innovative career services and support. We believe that everyone deserves access to the resources and opportunities they need to succeed, and we're dedicated to making that a reality.

Our Values

At arenaflex, we value: * Customer Focus: We're committed to delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. * Collaboration: We believe that teamwork is essential to achieving our mission, and we're always looking for ways to collaborate and support each other. * Innovation: We're passionate about staying ahead of the curve and finding new and innovative ways to support our customers and users. * Equality and Inclusion: We're committed to creating a positive and inclusive work environment that values diversity and promotes equality.

What We're Looking For

We're looking for a talented Customer Support Specialist who is passionate about delivering exceptional customer support and wants to join a mission-driven team. If you're a team player with a strong focus on customer satisfaction, we'd love to hear from you!

Key Responsibilities

As a Customer Support Specialist at arenaflex, you'll be responsible for: * Providing email support to arenaflex customers via our internal ticket queue * Resolving general questions, completing platform configuration, and setting up integrations on clients' behalf * Troubleshooting and escalating issues to relevant functional teams or account owners * Configuring fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports * Maintaining high standards for response and resolution times, ensuring user satisfaction * Collaborating with the Support Team to share trends, insights, and improve the overall user experience * Reviewing documentation and flagging opportunities for additional internal and external, client-facing documentation * Maintaining a standard level of excellence regarding response times, resolution times, and the quality of the client support experience

Competencies/Required Skills

To succeed in this role, you'll need: * The ability to follow directions accurately and efficiently * Excellent verbal and written communication skills * The ability to work independently and as part of a team * A willingness to learn and ask questions * Strong help desk skills with a focus on resolving user issues promptly * High attention to detail and the ability to "read between the lines" of customer requests * A willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently * Experience configuring fields in an admin console within a SaaS product * Experience with DNS, SSO, .csv imports, and spreadsheets * The ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue

Bonus Skills

While not required, the following skills are a plus: * Familiarity with HubSpot Service Queue or similar support platforms * Knowledge of WordPress or previous experience using arenaflex * Previous experience in an Enterprise SaaS Customer Support team

What We Offer

At arenaflex, we care deeply about our people and are committed to creating a positive and inclusive work environment. We offer: * Competitive compensation and benefits * Participation in a generous employee equity stock option program * A wide range of employee benefits * A commitment to being an equal opportunity employer * A fun and collaborative culture that encourages mobility and flexibility

How to Apply

If you're passionate about delivering exceptional customer support and want to join a mission-driven team, please apply through our website. We can't wait to hear from you! Apply for this job