Experienced Full Stack Customer Support Representative – Technical Support for arenaflex

Join arenaflex, a leading FinTech company, and be part of a dynamic team that's revolutionizing the mortgage servicing industry. As a Customer Support Representative, you'll play a vital role in delivering exceptional customer experiences and helping our customers navigate the complexities of our platform.

About arenaflex:

arenaflex is a joint venture that combines decades of market-leading fintech expertise with a passion for innovation and growth. We're transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform empowers customers to manage their home-owning lives from anywhere, while giving servicers lower costs, scale compliance, and higher servicing values through full market cycles.

About the Opportunity:

As a Customer Support Representative at arenaflex, you'll be part of a fast-paced and dynamic team that's dedicated to delivering exceptional customer experiences. You'll work closely with our customers and internal partners to ensure issues are thoroughly researched and resolved, and that our customers are taking full advantage of our products and services. Your focus will be on existing arenaflex customers and the products they have already implemented with us.

Your Day-to-Day at arenaflex:

* You'll receive and own customer support requests where your experience is required, as managed in the arenaflex case management system.

• This may include requests from Tier 1 to augment initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products.
• You'll refer cases to Tier 3/4 Engineering teams, as necessary, and effectively interact and communicate with others in the arenaflex organization regarding the nature of the client's issue/problem and translate technical-speak to business users.
• You'll propose fully tested solutions to customers to address their cases and enhance system productivity.
• You'll conduct system and usage evaluations to determine customer workflows and procedures to verify proper product usage.
• You'll partner with other members of the Customer Success organization and other teams at arenaflex, across multiple time zones, to continuously improve our customer experience.
• You may provide business and technical support to triage, analyze, troubleshoot, and resolve customer support requests related to functions, capabilities, and usage of all arenaflex products.
• You may also interact with customers directly within their cases, on phone calls, or through other means to coordinate your activities.
• You'll be a customer advocate by providing feedback to the product and engineering teams on improving the platform to better solve our customers' challenges.
• You'll monitor open cases to ensure resolution per the established service level agreement (SLA).
• You'll maintain accurate and thorough records in the arenaflex case management system.
• You'll be responsible for ensuring that customer data is handled securely.

We'd love to hear from you if you have:

* Excellent communication and people skills (both written and verbal).

• A strong desire to learn and sense of curiosity that drives you to improve your skills and the service you and your team provide.
• Excellent attention to detail and quality with ability to successfully self-manage multiple tasks.
• Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage.
• Familiarity with case tracking and incident management software.
• Familiarity with arenaflex's LoanServ product is a plus.
• Familiarity with arenaflex's Tempo product is a plus.
• Familiarity with consumer lending/loan servicing business workflows.
• Minimum of 3-5 years of experience in technical customer service (digital/SaaS solutions preferred) in the financial services industry (or related) - within a Fintech company (SaaS B2B2C preferred) or a financial institution.
• Demonstrated ability to provide exceptional customer technical support skills including probing, gaining agreement, and documentation of customer issue(s).
• Demonstrated ability to handle more complex technical issues.
• Experience in consumer lending/mortgage (servicing preferred) and/or familiarity with the housing finance regulatory environment will contribute to applicant success.
• Travel is not typically required for this role, though occasional travel for company-wide or training events may be needed.

Perks and Benefits:

As an arenaflex Associate, you'll be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including:

• Remote/Hybrid workplace options
• Health Benefits
• Unlimited Flexible Time Off
• Family Planning Services
• Tuition Reimbursement
• Paid Family Leave
• 401(k) Matching
• Pet Insurance
• LinkedIn Learning
• Virtual Social Experiences
• Career Pathing
• Focus Time Fridays
• And much, much more!

Why arenaflex?

arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Apply Now:

If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's revolutionizing the mortgage servicing industry, apply now to join arenaflex as a Customer Support Representative! Apply for this job