At arenaflex, we're on a mission to revolutionize the insurance technology industry by providing innovative solutions that empower our customers to safeguard and protect what matters most. As a leading global provider of cloud-based software, we're committed to excellence, talent development, and a vibrant, modern workplace. We're now seeking an experienced Associate Customer Support Technician to join our outstanding Support team, which plays a vital role in keeping arenaflex at the forefront of the industry.
**Job Summary:**
As an Associate Customer Support Technician at arenaflex, you'll be the first point of contact for our customers, providing friendly, informed, and efficient customer service via telephone, Internet chat, and email. You'll assist our customers with any questions or problems they may have regarding our software applications, hardware, or other products. Your primary focus will be on problem resolution while providing effective, proficient customer service in a professional and courteous manner.
**Key Responsibilities:**
* Answer real-time customer phone, email, or chat inquiries related to questions or problems customers are encountering with our software applications
* Triage and troubleshoot problems with customers to understand and document the nature of such problems
* Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner
* Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary
* Collaborate with internal teams to resolve complex customer issues
* Stay up-to-date with product knowledge and industry trends to provide expert-level support
* Meet or exceed customer satisfaction targets and key performance indicators (KPIs)
**What You'll Need to Succeed:**
* 1 year of customer service experience in a technical or software-related field
* Accurate typed, written, and verbal communication skills, including strong telephone skills
* Ability to prioritize customer needs based on provided criteria
* Ability to multitask and organize your workload to successfully complete your workday
* Experience working with personal computers, technology, and Microsoft applications
* High school diploma or equivalent (Associate's or Bachelor's degree preferred)
* We proudly support and encourage people with military experience, as well as military spouses, to apply
**Preferred Qualifications:**
* Understanding of web applications using supported browsers (e.g., Chrome, Firefox)
* Experience in a real-time, customer support center, preferably supporting business-to-business services or technology of some kind
* A passion for problem-solving and providing a high level of customer care
* Confidence interacting and learning about various technology applications, software, network infrastructure
* Experience with hardware and operating system(s) knowledge/exposure via work or educational pursuits
* Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira, etc.
* Ability to plan and organize technical projects; experience with deadlines for project completion
* An understanding of personal and/or commercial lines insurance, insurance terminology, or insurance customer service experience
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Strong problem-solving and analytical skills
* Ability to work in a fast-paced, dynamic environment
* Proficiency in Microsoft Office and Google Suite
* Experience with customer relationship management (CRM) software
* Strong attention to detail and organizational skills
* Ability to work independently and as part of a team
* Strong time management and prioritization skills
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we invest in our people and provide opportunities for career growth and development. As an Associate Customer Support Technician, you'll have the chance to:
* Develop your technical skills and knowledge of our software applications
* Collaborate with internal teams to resolve complex customer issues
* Participate in training and development programs to enhance your customer service skills
* Take on additional responsibilities and contribute to the growth and success of our Support team
* Enjoy a dynamic and supportive work environment that encourages learning and growth
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a vibrant, modern workplace that values diversity, inclusion, and employee well-being. Our office is a collaborative and dynamic environment that fosters innovation, creativity, and teamwork. As an Associate Customer Support Technician, you'll have the opportunity to:
* Work in a remote or office-based environment, depending on your preference
* Enjoy a competitive salary and benefits package, including health insurance, dental, and vision
* Participate in wellness initiatives and employee recognition programs
* Collaborate with a diverse and talented team of professionals
* Enjoy a flexible work schedule and work-life balance
**Compensation, Perks, and Benefits:**
At arenaflex, we offer a competitive compensation package that includes:
* A competitive salary and benefits package, including health insurance, dental, and vision
* Wellness incentives and employee recognition programs
* 401(k) and/or RRSP retirement savings plans with employer match
* Paid vacation time and a free day for your birthday
* Personal/sick time and paid holidays
* Flex Time and paid parental leave (U.S. candidates)
* Volunteer time off and opportunities for professional development
**Conclusion:**
If you're a motivated and customer-focused individual with a passion for problem-solving and technology, we encourage you to apply for the Associate Customer Support Technician role at arenaflex. As a member of our Support team, you'll have the opportunity to make a real impact on our customers' lives and contribute to the growth and success of our company. Apply today and join the arenaflex team!
**How to Apply:**
To apply for the Associate Customer Support Technician role, please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
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