At arenaflex, we're on a mission to transform the real estate industry through cutting-edge technology and a passionate team of innovators. As a Customer Support Specialist - Tier 2, you'll play a vital role in delivering exceptional customer experiences and driving the success of our cloud-based marketing and leasing software. If you're a self-motivated, detail-oriented, and customer-centric individual with a passion for problem-solving, we want to hear from you!
**Why arenaflex?**
arenaflex is a SaaS company that puts the renter experience at the forefront of everything we do. Our software has revolutionized the #proptech industry, and we're proud to have an amazing team that's on a mission to make renting an apartment as easy as purchasing socks on Amazon. At arenaflex, you'll enjoy:
* Unlimited PTO to recharge and pursue your passions
* Benefits that begin on your first day of employment, including health insurance, dental and vision insurance, and more
* A P.I.N.K. core values framework that ROCKs, with a focus on Passion, Innovation, Nimbleness, Kindness, and Excellence
* A remote-first work environment that allows you to work from anywhere and maintain a healthy work-life balance
* Uncapped discretionary time off, sick leave, and 13 paid holidays to ensure you have the time and flexibility you need
* A one-time remote work stipend to help you set up your home office
* An employee recognition program that celebrates your achievements and contributions
* Employee-led Groups (ELGs) that foster a sense of community and connection among team members
**About arenaflex**
At arenaflex, we're on a mission to transform the real estate industry through cutting-edge technology and a passionate team of innovators. We know that renting an apartment can be a stressful and time-consuming process, and we're committed to making it easier and more enjoyable for everyone involved. Our cloud-based marketing and leasing software delivers the ultimate rental experience, and we're proud to have a team of dedicated professionals who are passionate about making a difference.
**Customer Support Specialist - Tier 2 Essential Roles and Responsibilities**
As a Customer Support Specialist - Tier 2, you'll be responsible for:
* Interacting with customers and end-users to provide support via phone, email, and chat, answering user inquiries and resolving issues in a timely and professional manner
* Documenting customer interactions, troubleshooting, and results clearly and concisely
* Engaging in the application of system analysis of software for best practices per technical documentation and providing solutions based on a diagnosis of the problem
* Analyzing, testing, and modifying arenaflex software and integrations based on their unique design and implementation of each customer
* Identifying and escalating trending issues and potential software defects to Leadership and Development
* Meeting posted metrics for performance, including but not limited to case volume, CSAT, response, and SLA
* Contributing to knowledge methodology: Knowledge Centered Services (KCS) by creating articles and/or reviewing existing articles for accuracy
* Working off-hour shifts, including weekends, evenings, and occasional holidays, with rotational shifts with other team members
* Advanced troubleshooting skills to address complex technical issues
* Proficiency in analyzing system logs, error messages, and diagnostic data
* Adapting to ambiguous situations with limited context and effectively problem-solving despite uncertainties
* Traveling less than 5% of the time
* Performing other duties as assigned and modified at manager's discretion
**Education, Work Experience, and Certifications**
* 2-4 years of related industry experience
* Strong verbal and written communication skills
* Experience with ticket management systems such as Salesforce Service Cloud and Jira
* Experience or in-depth knowledge of the real estate/multifamily industry is a plus
* Experience in Knowledge Centered Support (KCS) or other support frameworks is a plus
* The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture
* Ability to successfully follow defined processes and procedures
* Strong customer service skills with the drive to provide the best customer experience with each interaction
* Organized, detail-oriented, and self-motivated, with the ability to work under pressure and attain pre-defined deadlines
* The ability to effectively communicate through phone, chat, and email is required
* Ability to work on multiple issues simultaneously in a fast-paced environment
* Ability to work within a team environment and independently while maintaining a high level of efficiency
* Proven ability to effectively diagnose and resolve complex customer issues, demonstrating strong troubleshooting skill sets in a customer support environment
* Ability to manage time effectively
**Don't Meet Every Single Requirement?**
At arenaflex, we're committed to building a proptech company that's as diverse as the multifamily industry we serve. We believe that women and people of color are less likely to apply to jobs unless they meet every single qualification, so we encourage you to apply anyway! You may just be the right candidate for this or other roles.
**Equal Employment Opportunity**
arenaflex provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.
**Americans with Disabilities Act**
Employees must be able to perform all essential job functions, with or without reasonable accommodation.
**Job Responsibilities**
The above statements reflect the general duties, responsibilities, and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. arenaflex may change the specific job duties with or without prior notice based on the needs of the organization.
If you're a motivated and customer-centric individual with a passion for problem-solving, we want to hear from you! Apply now to join our team and be a part of revolutionizing the renter experience at arenaflex!
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Apply now to become a part of our innovative team and help us transform the real estate industry through cutting-edge technology and exceptional customer support.
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