Senior Customer Support Specialist - Spanish Language Expertise

Join arenaflex, a dynamic and innovative company, as we continue to revolutionize the way businesses operate and grow in the digital landscape. As a Senior Customer Support Specialist with Spanish language expertise, you will be an integral part of our global support team, providing top-notch assistance to our customers and helping them achieve their goals.

About arenaflex

arenaflex is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. With over 15 billion API hits and 2.5 billion message events processed every day, our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names. Our team of over 1,500 members across 15+ countries operates in a global, remote-first environment, building a global community rooted in creativity, collaboration, and impact.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark – and we get to help make that happen.

Who You Are

As a Senior Customer Support Specialist with Spanish language expertise, you will be a subject matter expert on assigned products and features. Your core duties will include providing advanced support for assigned escalated product ticket queues, working alongside Customer Support Representatives to resolve on-demand inbound support requests, and reviewing escalated ticket notes to troubleshoot and resolve these tickets.

What You'll Be Doing

As a Senior Customer Support Specialist, you will:

• Be a specialized subject matter expert and escalation resource within the Support organization
• Assist Customer Support Representatives (L1) with on-demand live inbound support requests
• Handle escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases
• Review, manage, and resolve escalated tickets covered within the SCSS Product Area(s)
• Conduct appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution
• Ensure all applicable internal & external stakeholders are fully informed throughout the resolution process
• Fully document client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required
• Continually assess support processes to identify potential improvements
• Attend product team meetings and sprint reviews regularly
• Submit knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)
• Submit major bug information drafts within their associated product group(s) to Support Product Managers
• Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications

What You'll Bring

To succeed in this role, you will bring:

• A BA/BS in Computer Science or equivalent combination of education and experience
• Excellent oral and written communication skills as it relates to technical and product concepts
• 2-3 years of experience with inbound and outbound phone calls for technical troubleshooting
• 2-3 years of experience in Client Relations and technical customer support required
• A proactive motivation to solve tough technical problems
• Ability to work independently and as part of a team
• Outstanding attention to detail and personal organization
• Self-motivation and the ability to know when to escalate or seek guidance
• Ability to accomplish a wide variety of tasks in a fast-paced environment
• Ability to diagnose, troubleshoot, and resolve issues over the phone, email, or chat
• Comfortable conversing over live Zoom and Phone conversations is a requirement
• Superior customer service skills
• Outstanding analytical and problem-solving skills
• Strong interpersonal skills
• Ability to explain complex technical concepts

Additional Information

arenaflex is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

What We Offer

As a Senior Customer Support Specialist with Spanish language expertise at arenaflex, you will enjoy:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and innovative work environment
• A global community of like-minded professionals
• A comprehensive training program to help you succeed in your role
• A flexible and remote-friendly work environment
• A comprehensive benefits package, including medical, dental, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools
• A collaborative and supportive team environment

How to Apply

If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!

Equal Employment Opportunity Information

arenaflex is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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