At arenaflex, we're on a mission to revolutionize the way we interact with customers and deliver exceptional experiences that exceed their expectations. As a key member of our Customer Support Team, you'll play a vital role in shaping the future of customer service and support. We're looking for a highly motivated and customer-centric individual to join our team as a Customer Support Associate (Hybrid) in Denver, CO.
**About arenaflex**
arenaflex is a world-renowned leader in the construction software industry, empowering innovators to turn their ideas into reality. Our software has transformed the way buildings are designed, constructed, and maintained, making it possible to create greener, cleaner, and more sustainable structures. With a global presence and a team of passionate individuals, we're committed to making a positive impact on the world.
**Job Summary**
As a Customer Support Associate (Hybrid), you'll be responsible for providing exceptional support to our customers through various channels, including live chat, email, and phone. You'll work closely with our internal teams to ensure seamless customer experiences, troubleshoot technical issues, and provide solutions to complex problems. This is a hybrid role, with a split between remote and in-office work, offering the perfect blend of flexibility and collaboration.
**Responsibilities**
* Provide top-notch support to customers through live chat, email, and phone, resolving technical issues, product usage questions, onboarding, and subscription inquiries.
* Collaborate with other teams, including Sales, Customer Success, Engineering, Customer Experience, and Finance, to ensure quality interactions and promote the voice of the customer.
* Report technical issues and log tickets with accurate information to provide a full record of each issue and resolution.
* Communicate daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback.
* Participate in support-related projects to utilize your unique skill set and improve our team's performance.
* Embody arenaflex's "Great Behavior" values, including courage, accountability, and smartness, to deliver exceptional results and exceed customer expectations.
**Minimum Qualifications**
* 1+ years of experience in Customer Support (individual contributor role) with a proven track record in email, phone, and live chat in a SaaS environment.
* Strong understanding of technical troubleshooting and problem-solving skills, with the ability to differentiate between technical and non-technical issues.
* Experience working with service indicators and using them to drive customer success.
* Excellent verbal and written communication skills, with the ability to remain composed and patient in high-pressure situations.
* Previous experience troubleshooting and supporting iOS, Android, and Windows platforms, as well as cloud-based software like Microsoft Suite and OneDrive.
* Collaborative and consultative work style, with a high level of integrity and accountability.
* Ability to juggle multiple tasks and priorities, with a strong desire to learn and grow.
**Preferred Qualifications**
* Experience working in a fast-paced, dynamic environment with a high volume of customer interactions.
* Strong analytical and problem-solving skills, with the ability to think critically and creatively.
* Familiarity with arenaflex's products and services, or a strong desire to learn and become an expert.
* Experience working with customer relationship management (CRM) software and other support tools.
* Certification in customer support or a related field, such as ITIL or CompTIA.
**What We Offer**
* Competitive salary range: $48,300 - $78,100 (based on experience and location).
* Comprehensive benefits package, including health, financial, and time-off benefits.
* Opportunities for career growth and professional development, with a focus on continuous learning and improvement.
* Collaborative and inclusive work environment, with a strong emphasis on diversity, equity, and inclusion.
* Flexible work arrangements, including remote and in-office options.
* Access to cutting-edge technology and tools, including arenaflex's software and platforms.
**About arenaflex's Culture**
At arenaflex, we're committed to creating a culture of belonging and inclusivity, where everyone can thrive and realize their potential. Our Culture Code is built on four core values:
* **Courage**: We take risks, challenge the status quo, and innovate to drive growth and success.
* **Accountability**: We own our actions, take responsibility for our mistakes, and strive for excellence in everything we do.
* **Smartness**: We're curious, adaptable, and always learning, with a passion for continuous improvement and innovation.
* **Teamwork**: We collaborate, communicate, and support each other to achieve our goals and deliver exceptional results.
**How to Apply**
If you're a motivated and customer-centric individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
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**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We're committed to creating a diverse and inclusive workplace where everyone can thrive and realize their potential.
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