Experienced Customer Support Specialist (Saas Experience) – arenaflex Team

Join the arenaflex team, a dynamic and fast-growing organization that's revolutionizing the world of digital marketing solutions. As an Experienced Customer Support Specialist (Saas Experience), you'll play a vital role in delivering exceptional support to our clients, ensuring their success and satisfaction with our cutting-edge software solutions.

About arenaflex

arenaflex is a leading provider of full-funnel revenue marketing solutions, serving mid-size businesses worldwide. With a strong commitment to innovation, customer satisfaction, and employee growth, we've established ourselves as a Best Place to Work, with a 9x recognition in this prestigious category. Our team of over 700 talented individuals, spread across 6 US offices, 20+ US States, and 18+ countries, is passionate about driving business growth for our clients and fostering a culture of excellence, inclusivity, and fun.

Why Choose arenaflex?

* We've been 9x named a Best Place To Work, demonstrating our commitment to creating a positive and supportive work environment.

• Our offices are located in Guatemala, South Africa, St. Petersburg FL, Ft. Myers FL, Lancaster, and York, PA, with plans for further expansion.
• We provide comprehensive training and tools to ensure your success, regardless of prior experience.
• Enjoy a flexible schedule, with the option to start your day between 8 and 10 am, when you do your best work.
• Participate in our 150% Company Match Of Personal Charity Donations, giving back to the community that matters most.
• Take advantage of generous Paid Time Off, Employee Wellness Program, and access to our FXLearns Library with hundreds of personal and professional growth books.
• Join our Humanitarian Trips and enjoy our Casual Dress Code.
• Receive a Personal Desk Fund and merit-based promotions, with a clear progression path for career growth.
• Be part of a rapidly growing company that partners with clients who share our values, and enjoy unrestricted access to our proprietary software and tools.

About Nutshell

As a subsidiary of arenaflex, Nutshell is a proud Google Premier Partner with 6 offices in the US and an office in Guatemala and Cape Town, South Africa. We're committed to providing world-class digital marketing solutions to mid-size businesses on a global scale. Our team of talented individuals, spread across the globe, works remotely full-time and has done so for 10+ years.

Why Choose Nutshell?

* Enjoy competitive base pay, performance bonuses, and ongoing learning bonuses.

• Receive world-class digital marketing training, including Organic SEO, Local SEO, PPC, Google Analytics + Studio, and more.
• Participate in long-term career track opportunities and health insurance, including dental, vision, and remote doctor services.
• Join a community that values its team members, with low turnover rates and a commitment to giving back globally through our FXBuilds program.
• Access virtual professional development opportunities, virtual team-building events, and our annual FXFest – an all-expenses paid trip for international team members.
• Enjoy a fully equipped home setup, multiple schedule options, and unrestricted access to our proprietary software and tools.
• Be part of a merit-based promotional structure and annual merit-based compensation increases.

What You'll Get

* Opportunities for growth, with a clear progression path and merit-based promotional opportunities.

• A supportive work environment, with a commitment to putting our people first.
• Long-lasting relationships with clients and team members, due to low turnover rates and a focus on employee satisfaction.
• Access to virtual professional development opportunities, virtual team-building events, and our annual FXFest.
• A fully equipped home setup, multiple schedule options, and unrestricted access to our proprietary software and tools.
• Merit-based promotional structure and annual merit-based compensation increases.

Who We're Looking For

* Bachelor's degree is preferred.

• Pre-employment testing is required.
• Fluent in English (written and verbal), with a resume in English to be considered.
• Comfortable with both object-oriented and procedural programming methodologies.
• Likes to get things done, highly efficient, and committed to delivering high-quality communication and bug fixes to users.
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated, and enjoys solving problems.
• Customer-centric mentality, highly empathetic to users, and obsesses over details.
• Enjoys writing processes and making technical concepts more consumable for their audience.
• Ability to understand prioritization/urgency level.
• Bonus: experience in technical software support, sales, or account management.
• Bonus: familiarity with CRM, email marketing, or helpdesk software.

What You'll Do

* Ensure all information necessary to the ticket has been completed by the requester, filling in any gaps by gathering information on your own or following up with the requester.

• Test site bugs yourself and confirm if you're able to replicate.
• Assign/triage helpdesk ticket to the right team member to execute on the fix, using a flow chart to determine who to send to.
• Update application documentation, processes, and standard operating procedures.
• Publish in-app guides/documentation answering frequently asked questions.
• Complete and close out tickets independently, when possible (i.e., Tier 1 support troubleshooting).
• Manually test new features and bug fixes.
• Clearly communicate when Requests need edits or additional information.
• Report on weekly KPIs: tickets received, tickets completed, etc.
• Report on guides/help docs analytics/usage.

Additional Information

* Compensation is negotiable, based on experience.

• Check out our culture on social media: Instagram, Twitter, and Facebook.
• Please submit your resume or CV (in English) to be considered for this opportunity.
• You don't need to apply more than once, even if you're interested in multiple positions – you can simply let us know!
• arenaflex is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+ and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers.

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