Join arenaflex, a leading provider of innovative software solutions for the utility and telecom industries, as a key member of our Support Team. As an Experienced Support Specialist - Customer Care & Billing (Utility), you will play a vital role in delivering exceptional customer support and ensuring the success of our software products. With a focus on customer satisfaction, quality, and value, we are seeking a skilled and dedicated professional to join our team.
**About arenaflex**
arenaflex specializes in developing and deploying enterprise-level and customer-facing software solutions for over 900+ utilities and telecoms across North America. Our mission is to deliver technology solutions and services that are Member and Customer focused, quality driven, and valued priced. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support.
**About the Role**
As an Experienced Support Specialist - Customer Care & Billing (Utility), you will be responsible for providing top-notch support to our members, troubleshooting and resolving issues within our Customer Care and Billing software products. This role requires a strong understanding of customer support principles, excellent communication skills, and the ability to work effectively in a team environment.
**Key Responsibilities**
* Assist members in all aspects of application support, including troubleshooting, training, and research
* Follow up on resolutions to ensure customer satisfaction
* Assist with software release processes to ensure seamless deployment
* Communicate with development staff to convey customer feedback and improve our software products
* Perform on-site or remote training to our members to ensure they get the most out of our software
* Provide after-hours support via an on-call support phone rotation to ensure 24/7 customer support
**Desired Experience**
* Previous customer support experience, with a focus on providing exceptional customer service via phone
* Basic knowledge of Project Management processes to ensure efficient issue resolution
* Excellent written and verbal communication skills to effectively communicate with customers and team members
* Excellent telephone etiquette and the ability to deal effectively with customers in a professional and courteous manner
* Strong PC skills, including proficiency in Microsoft Office and other software applications
* Ability to teach others and provide training to our members
* Ability to work in a team and independently, with a focus on collaboration and customer satisfaction
* Previous experience with presentations or public speaking to effectively communicate with customers and team members
**Desired Education**
* Bachelor's degree in a business-related field, such as business administration, computer science, or information technology
* Equivalent experience in customer support or a related field
* Minimum high school diploma required
**Skills and Competencies**
* Strong analytical and problem-solving skills to troubleshoot and resolve complex issues
* Excellent communication and interpersonal skills to effectively interact with customers and team members
* Ability to work in a fast-paced environment with multiple priorities and deadlines
* Strong attention to detail and organizational skills to ensure accurate and timely issue resolution
* Ability to adapt to changing priorities and requirements
* Strong technical skills, including proficiency in Microsoft Office and other software applications
**Career Growth Opportunities and Learning Benefits**
* Opportunities for career growth and advancement within arenaflex
* Access to ongoing training and development programs to enhance your skills and knowledge
* Collaborative and dynamic work environment with a focus on teamwork and customer satisfaction
* Recognition and rewards for outstanding performance and contributions to the team
**Work Environment and Company Culture**
* arenaflex is a remote-friendly company, with opportunities for full-time remote work for experienced professionals
* Collaborative and dynamic work environment with a focus on teamwork and customer satisfaction
* Recognition and rewards for outstanding performance and contributions to the team
* Access to ongoing training and development programs to enhance your skills and knowledge
* Opportunities for career growth and advancement within arenaflex
**Compensation, Perks, and Benefits**
* Competitive salary and benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Access to ongoing training and development programs to enhance your skills and knowledge
* Opportunities for career growth and advancement within arenaflex
**How to Apply**
If you are a motivated and customer-focused professional with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Note**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
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