Experienced Full Stack Customer Support Analyst – Hybrid Remote Work Opportunity

At arenaflex, we're passionate about delivering exceptional customer experiences that drive business growth and success. As a hybrid remote work opportunity, our Tier 2 Customer Support Analyst role offers the perfect blend of flexibility and collaboration. If you're a customer-centric professional with a strong skillset in multi-channel service and support, we want to hear from you!

About arenaflex

arenaflex is a forward-thinking company that's revolutionizing the way businesses work. Our transformative expense management solution simplifies expense reporting, reduces processing time, and provides real-time insights to drive cost savings and budget targets. We're committed to building a culture that values innovation, customer obsession, and teamwork.

Why Join arenaflex?

* We're a hyper-growth SaaS company backed by the co-founder of Concur, with a strong track record of success and growth.

• Our distributed workforce offers flexibility and autonomy, with two amazing workspaces in Bellevue, WA, and Minneapolis, MN.
• We're passionate about creating an environment that allows our employees to thrive and do great work.
• We offer a competitive compensation package, including a salary range of $65,000 - $72,500, plus up to 8% bonus and equity.
• Our benefits package includes comprehensive health insurance, 401(k) participation, and a Self-Managed PTO plan.

Job Summary

As a Tier 2 Customer Support Analyst, you'll be responsible for providing exceptional customer service and support through various channels, including phone, email, chat, and case notification. You'll engage with customers to understand their needs, troubleshoot issues, and develop solutions to drive customer satisfaction and loyalty.

Key Responsibilities

* Field incoming requests and system events from users

• Engage with customers via phone, email, chat, and case response
• Actively listen to customer needs related to incidents or issues and troubleshoot to best determine the root cause of the problem
• Quickly develop and introduce a solution to the problem
• Maintain detailed notes and documentation for each support incident in the ticketing system
• Internally escalate when necessary, to other departments (Product, Engineering, or Account Management)
• Be an advocate for the customer
• Build a sense of trust with the customer/cardholder in every interaction
• Partner with internal and external parties to find solutions for the customer/cardholder
• Assist customers in implementing solutions
• Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers
• Provide exemplary customer service
• Display a sense of urgency and accountability for the customer/cardholder's request
• Present complex ideas both written and verbal that are organized and professional
• Identify customer needs using common characteristics, use cases, and best practices
• Demonstrate empathy & responsibility
• Assist in building a scalable Support organization
• Create, edit, and publish knowledge base articles that cover common requests and solutions
• Partner with the Product/Engineering team for suggested product & process enhancements for known issues or high-volume requests
• Be creative with workarounds and best practices based on limitations of the product
• Assist in creating processes & documents for onboarding new Support Analysts

What You'll Bring to the Role

* Education: Bachelor's degree in Business or Information Technology or equivalent work experience

• Minimum 3+ years of multi-channel service/support experience
• Effective oral and written communication skills
• Strong troubleshooting skills
• Knowledge of cloud products and services
• Proficient in the use of Microsoft Office suite of software
• Able to multi-task and effectively manage competing priorities
• Credit Card/Payment experience is a plus

Personal Attributes

* Passion for the customer

• Fast learner, with an open mind, and a team-oriented mentality
• Embody empathy & responsibility towards the customer's experience
• An entrepreneurial spirit: flexible and willing to pitch in where needed
• Ready to have fun, keep perspective, and be part of an amazing team

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to help you develop your skills and knowledge.

• You'll have the opportunity to work with a talented team of professionals who are passionate about customer support and success.
• We encourage continuous learning and professional development, with opportunities for growth and advancement.
• arenaflex is committed to creating a culture that values innovation, customer obsession, and teamwork.

Work Environment and Company Culture

* arenaflex is a distributed workforce with two amazing workspaces in Bellevue, WA, and Minneapolis, MN.

• We offer a flexible and autonomous work environment, with the freedom to work from home or our offices.
• Our company culture values innovation, customer obsession, and teamwork, with a focus on creating an environment that allows our employees to thrive and do great work.
• We're passionate about creating a culture that's inclusive, diverse, and respectful, with opportunities for growth and advancement.

Compensation, Perks, and Benefits

* Competitive salary range of $65,000 - $72,500

• Up to 8% bonus and equity
• Comprehensive health insurance
• 401(k) participation
• Self-Managed PTO plan
• 9 Paid Holidays
• Paid Parental Leave
• Commuter Stipend
• Health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter, and 401(k)

How to Apply

If you're a customer-centric professional with a strong skillset in multi-channel service and support, we want to hear from you! Apply now to join our team and be part of an amazing company that's revolutionizing the way businesses work. Apply to this job

Equal Opportunity Employer

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Apply for this job