Experienced Full Stack Customer Support Specialist – SaaS Experience (arenaflex Team)

Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Support Specialist to join our SaaS team, where you'll play a critical role in providing world-class support to our clients and helping drive business growth.

About arenaflex

arenaflex is a rapidly growing company that's doubling in size every 5 years. We're a full-funnel revenue marketing agency with a team of over 700 talented individuals across 6 US offices, 20+ US states, and 18+ countries worldwide. Our mission is to provide world-class digital marketing solutions to mid-size businesses on a global scale, and we're committed to growing strategically and sustainably.

Why Choose arenaflex?

We're proud to offer a comprehensive set of benefits to our team members, including:

• Competitive base pay and performance bonuses
• Ongoing learning bonuses (yes, you get paid to learn!)
• World-class digital marketing training (Organic SEO, Local SEO, PPC, Google Analytics + Studio, etc.)
• Long-term career track opportunities
• Health insurance (including dental, vision, remote doctor, etc.)
• A merit-based promotional structure
• Annual merit-based compensation increases
• Access to virtual professional development opportunities with company experts and virtual team-building events
• Invitation to our annual FXFest – an all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters
• Fully equipped home setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Multiple schedule options from which to choose
• Be part of a rapidly growing company that, at the same time, only partners with clients who share our values
• Unrestricted access to the dozens of proprietary software/platforms our internal R&D team has developed for our team's exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients
• A strong commitment to giving back globally – in fact, it's one of our values here at arenaflex. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals – since 2014, we've committed to donating globally through our FXBuilds program.

What You'll Get

* Opportunities for growth: Our organization grew 250%+ over the past 3 years both locally and globally, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics.

• World-class training and ongoing career development: Our "Bootcamp" training program is provided for all new arenaflex "family members" to learn, grow, and develop in and out of the office with the hard skills necessary to be successful in their position.
• FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
• With a track record of serving over 1,500+ clients, we've been able to truly master our processes and procedures, and we'll train you on them – no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!

What You'll Do

* Ensure all information necessary to the ticket has been completed by the requester – fill in any gaps by gathering information on your own, or if we must, follow 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 (will have flow chart for knowing 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: ie. tickets received, tickets completed, etc.
• Report on guides/help docs analytics / usage

Essential and Preferred Qualifications

* Bachelor's degree is preferred

• Pre-employment testing is required
• Fluent in English (written and verbal). Resume must be in English to be considered
• Comfortable with both object-oriented and procedural programming methodologies
• Likes to get things done, highly efficient
• Commitment to delivering high-quality communication, and bug fixes to users
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality, highly empathetic to users
• 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

Work Environment and Schedule

* This position requires overlapping hours from 3:30 AM EST - 12:00 PM EST (New York Time Zone) Monday - Friday

• Asia (Philippines / Indonesia)
• Africa / Europe (Ghana, UK, Ireland, Kenya, etc)
• North America & South America
• Check out our culture on social media: Instagram, Twitter, Facebook

How to Apply

Please submit a 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! We consider all open roles when reviewing resumes and applications!

Equal Opportunity Employer

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. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here! Apply for this job