At arenaflex, we're revolutionizing the way healthcare professionals interact with their patients, and we're looking for a talented Customer Service and Support Specialist to join our team. As a key member of our DrChrono brand, you'll be responsible for providing exceptional support to our clients, helping them navigate our cutting-edge technology platform and ensuring they receive the best possible experience.
**About arenaflex**
arenaflex is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help over 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. We specialize in Home & Field Services, Health Services, and Fitness & Wellness industries, offering end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.
**Our Mission**
Our mission at arenaflex is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who have provided care to millions of patients. We're committed to constant innovation, driven by our philosophy of "more time with patients, less time doing paperwork."
**Responsibilities**
As a Customer Service and Support Specialist, you'll be responsible for:
* Providing software support to our clients through various channels, including urgent inbound tickets, chats, and calls
* Identifying the root cause of clients' problems and providing answers and solutions in a clear and concise manner
* Working with clients to resolve issues promptly and delighting them with exceptional customer service
* Proactively identifying clients experiencing repeated issues or requests that are not resolved to their satisfaction
* Utilizing internal tracking tools to manage issues between customers, sales, support, and engineering
* Collaborating with multiple teams to find, analyze, and resolve client issues
* Representing the voice of the customer by gathering and sharing customer feedback about our products and services
* Providing recommendations to leadership teams about how to improve customer experience
* Working closely with the account management team to maintain a continuous knowledge of accounts
* Navigating through applications and company tools to research and resolve customer inquiries
* Providing excellent customer care and focus, assessing clients' needs, and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience
**Skills and Experience Needed for Success**
To be successful in this role, you'll need:
* 3+ years of experience in a genuine customer-facing, internal support, or customer service role
* 3+ years of troubleshooting and technical support experience
* 1+ year of experience in a healthcare setting
* Excellent time management, project management, and organizational skills
* A positive and proactive approach to handling challenging situations
* Exceptional listening skills, with attention to detail
* Ability to prioritize tasks and carry out responsibilities with minimal direction
* Ability to work with a multicultural and virtual team
* Experience working directly with customers and a willingness to do what is right for customers, the company, and team members in all circumstances
* Strong customer focus and a high level of empathy
* Excellent problem-solving and analytical skills
* Outstanding oral and written communication skills
* Ability to convey technical information to a general audience
* Aptitude for learning new technologies quickly
* Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
* Experience and knowledge in Zendesk and Jira is a plus
**Work Environment and Company Culture**
As a distributed team, we're used to working remotely across different time zones. This role can be based anywhere in the United States, and we offer flexibility to work in-office, remotely, or in a hybrid setup. We're committed to creating a positive and inclusive work environment, where our employees feel valued, supported, and empowered to succeed.
**Benefits and Perks**
* Flexibility to work where/how you want within your country of employment
* Robust health and wellness benefits, including an annual wellness stipend
* 401k with up to a 4% match and immediate vesting
* Flexible and generous (FTO) time-off
* Employee Stock Purchase Program
**Compensation**
The total base pay range for this position is $20 USD per hour in most US locations. Final offer amounts are determined by multiple factors, including location, local market variances, and candidate experience and expertise.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
**Join Our Team**
If you're passionate about delivering exceptional customer service and support, and you're excited about the opportunity to join a dynamic and innovative team, we'd love to hear from you! Apply now to become a part of our arenaflex team and help us revolutionize the way healthcare professionals interact with their patients.
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