Experienced Data-Savvy Customer Support Representative – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way businesses analyze and report on their data. As a fully remote company, we value flexibility and empower our team to work on schedules that maximize productivity. We're now seeking a highly skilled and data-savvy Customer Support Representative to join our rapidly growing SaaS platform. If you enjoy problem-solving, working with data, and helping customers get the most out of their reporting tools, we'd love to hear from you!

About arenaflex

arenaflex was founded in 2017 with a vision to provide the best tool for analyzing data from popular apps and APIs. Our small team of highly effective individuals works across three continents, and our product is a data analysis & reporting SaaS app trusted by over 4,500 businesses. We're on a mission to expand our app to other platforms, and we're looking for talented individuals to join our journey.

About the Role

This is a full-time, remote Customer Support Representative role with opportunities for growth as the company expands. As a data-savvy Customer Support Representative, you'll be responsible for delivering exceptional support to our customers, helping them create and customize reports, and investigating and explaining report results. You'll also have the opportunity to work with our team to develop new features and improve our product.

Responsibilities

* Reading and replying to customer queries through our helpdesk tool and live chat for select customers

• Assisting customers in creating and customizing reports, including formulas tailored to their needs
• Helping merchants schedule and set up reports in Google Sheets
• Investigating and explaining report results, especially those related to financial data such as profit and loss statements, cash flow reports, and transaction summaries
• Addressing feature requests, pricing inquiries, and general app usage questions
• Recording videos to demonstrate the functionality of the app that helps answer specific customer questions
• Occasionally writing documentation about various features of the app
• Jumping on phone/video calls with larger customers to educate and walk through various features (this is rare)

Required Skills

* Analytical Reading: You'll spend most of your time reading and replying to customer emails. You must be able to read a customer's email and understand what they are asking, not simply what they are saying.

• Intelligible Writing: Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.
• Problem-Solving: Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.
• Accounting and Financial Knowledge: Familiarity with accounting principles, such as understanding profit and loss statements, balance sheets, and other key financial metrics. Experience with QuickBooks or supporting customers in similar platforms is a significant advantage.
• Data and Numbers Enthusiast: Comfort and interest in working with data and financial reports. While deep technical knowledge isn’t required, an understanding of tools like Excel or SQL is a plus.

Preferred Skills

* Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.

• Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.
• Familiarity with QuickBooks or similar accounting platforms.

Working Remotely

* Comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.

• Proactive self-starter, capable of working independently with minimal supervision.
• Available and online during US working hours (North or South America time zones), with regular communication through chat and email.
• Strong written communication skills for both internal and external use.
• You will join our team as an independent contractor/sole proprietor and will be responsible for managing your own taxes.

What You Can Expect From Us

* Dedicated onboarding with screen-sharing sessions with team members.

• A supportive team with a transparent, public-by-default communication culture.
• Flexible work schedule with regular check-ins to track your progress.
• Fair compensation based on your skills and location.
• 25 days of paid leave annually + paid sick leave.
• A startup culture where you can wear many hats, take ownership of your work, and let your skills shine in a dynamic and fast-paced environment.

Why Join arenaflex?

* Join a rapidly growing SaaS platform with a mission to revolutionize the way businesses analyze and report on their data.

• Work with a talented team of individuals who are passionate about their work and committed to delivering exceptional results.
• Enjoy a flexible work schedule and a supportive team culture that values transparency and open communication.
• Take ownership of your work and let your skills shine in a dynamic and fast-paced environment.
• Join a company that values its employees and offers a range of benefits, including fair compensation, paid leave, and a startup culture that encourages growth and development.

If you're a highly skilled and data-savvy individual who is passionate about delivering exceptional customer support, we'd love to hear from you! Apply now to join our team and be a part of our mission to revolutionize the way businesses analyze and report on their data. Apply for this job