Experienced Customer Support Analyst (Part Time) – Embedded Lending Network for Point-of-Sale Consumer Financing
At arenaflex, we're revolutionizing the way merchants and financial institutions provide consumer financing options to their customers. Our cutting-edge embedded lending network streamlines the distribution of credit into a single, secure, and reliable platform. As a talented and success-driven Customer Support Analyst, you'll play a vital role in helping us achieve our mission of becoming the next unicorn in the Fintech industry.
Responsibilities:
As a Customer Support Analyst at arenaflex, you'll be the go-to resource for our customers, providing world-class support through email, chat, and virtual meetings. Your primary responsibilities will include:
* Delivering exceptional support to customers, ensuring a seamless and positive experience
* Becoming a trusted subject matter expert on arenaflex's products and finding strategic solutions for our customers to succeed
* Managing the ticket lifecycle, from initial inquiry to resolution
* Serving as the first point of contact for our customers and being the go-to resource for customer questions and platform issues
* Conducting detailed investigations, taking clear and concise notes, and effectively communicating issues to other teams to facilitate accurate ticket diagnosis
* Reviewing recorded data from RESTful APIs logs to effectively troubleshoot issues
* Using Google Cloud Platform to diagnose technical bugs or error messages
* Clearly conveying information, actively listening, and engaging with others to minimize back-and-forth exchanges
* Taking initiative in determining next steps and approaching challenges with a solutions-focused mindset
* Identifying opportunities to enhance support processes and suggesting product improvements to prevent recurring issues
* Practicing strong team collaboration to contribute to shared goals
* Monitoring platform activity across different client accounts using Mixpanel, Power BI, and GCP to ensure proper functionality
* Assisting in updating and maintaining the CRM to ensure it accurately reflects the current work environment
Essential Qualifications:
To succeed in this role, you'll need:
* 0-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s); current students (undergraduate or graduate) are okay
* Ability to work in shifts primarily covering evenings (up to 5pm - 8pm ET) and weekends 9am - 1pm / 1pm - 5pm ET
* Currently pursuing a Bachelor's degree or gaining equivalent relevant experience in Computer Science, Information Systems, or Business Technology
* Demonstrating a sense of urgency with intention to solve problems efficiently and effectively
* Strong analytical and problem-solving skills
* Ability to explain technical issues to technical and nontechnical employees and customers
* Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
* Interpersonal and communication skills that can be applied across audiences
Preferred Qualifications:
While not required, experience in the following areas will be highly valued:
* Research projects that required investigating issues and documenting findings
* Leadership roles in clubs or student government where problem-solving was essential
* Experience with Restful APIs, cloud platforms like Google Cloud Platform (GCP), and Azure
* Data analysis experience using Excel and Google Sheets
* Exposure to ticketing systems (e.g., Jira, ServiceNow, or Zendesk)
* Retail or customer service experience (in-person or remote)
* Internship in technical support, customer success, or product support
Work Environment and Company Culture:
At arenaflex, we're committed to creating a collaborative and inclusive work environment that fosters growth and innovation. Our team is passionate about delivering exceptional support to our customers, and we're looking for someone who shares our values and enthusiasm. As a Customer Support Analyst, you'll have the opportunity to work with a talented team of professionals who are dedicated to making a meaningful impact in the Fintech industry.
Compensation and Benefits:
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status. The expected salary for this role is between $50,000-$65,000 per year, and this role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate's individual experience, skill set, background, and other business and organizational needs.
How to Apply:
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Join our team at arenaflex and be part of something amazing!
At arenaflex, we're committed to creating a collaborative and inclusive work environment that fosters growth and innovation. Our team is passionate about delivering exceptional support to our customers, and we're looking for someone who shares our values and enthusiasm.
What we offer:
- A dynamic and supportive team environment
- Opportunities for growth and professional development
- A competitive salary and benefits package
- The chance to work on cutting-edge projects and technologies
- A collaborative and inclusive work environment
How to apply:
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
We can't wait to hear from you!