Experienced Senior Customer Support Specialist – Technical Product Area Expert

Join arenaflex, a leading cloud-based, all-in-one white-label marketing and sales platform, as we empower businesses to elevate their digital presence and drive growth. At arenaflex, we're 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 People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We're building more than software; we're building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

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.

About the Role

We're seeking an Experienced Senior Customer Support Specialist to join our team. As a Senior Customer Support Specialist, you'll be a subject matter expert on assigned Products and Features, providing advanced support for escalated Product ticket queues and working alongside Customer Support Representatives to resolve on-demand inbound support requests.

Key Responsibilities

* 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 perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience/Education/Certifications Required:

+ BA/BS in Computer Science or equivalent combination of education and experience + This is a promotable opportunity for a Customer Support Representative (Level 1)

• Excellent oral and written communication skills as it relates to technical and product concepts
• Demonstrates 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
• Must be self-motivated and know when to escalate or seek guidance
• Detail-oriented and able 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
• 1-3 yrs. experience with inbound and outbound phone calls, not required but a plus!
• 1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
• Superior customer service skills
• Outstanding analytical and problem-solving skills
• Strong interpersonal skills
• Ability to explain complex technical concepts

Language Skills Required Vs. Preferred:

* Fluent in English

• Demonstrated verbal and written communication skills

Additional Information

* The company 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.

• #LI-Remote #LI-VP1

Why Join arenaflex?

* Competitive compensation and benefits package

• Opportunity to work with a global and growing community of businesses
• Collaborative and innovative work environment
• Professional development and growth opportunities
• Flexible remote work arrangement

How to Apply

If you're a motivated and experienced customer support professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job