Experienced Customer Support Specialist – Data Analysis & Reporting SaaS App

At arenaflex, we're on a mission to revolutionize the way businesses analyze and report on their data. Our innovative SaaS app is trusted by over 4,500 businesses worldwide, and we're looking for a talented and data-savvy customer support specialist to join our team. As a key member of our customer support team, you'll play a vital role in providing world-class support to our rapidly growing customer base.

About arenaflex

arenaflex was founded in 2017 with a vision to provide the best tool for analyzing data from popular apps and APIs. Our small team of highly effective individuals works across three continents, and we're passionate about delivering exceptional customer experiences. Our product is a data analysis & reporting SaaS app that's currently available on Shopify, Stripe, and QuickBooks, with plans to expand to other platforms in the near future.

About the Role

We're seeking a full-time, remote customer support specialist to join our team. As a customer support specialist, you'll be responsible for providing top-notch support to our customers through various channels, including email, live chat, and phone/video calls. Your primary focus will be on reading and replying to customer emails, as well as providing live chat support to select customers.

Key Responsibilities

* Read and reply to customer emails through our helpdesk tool (HelpScout) in a timely and professional manner

• Provide live chat support to select customers, responding to their queries and concerns in a prompt and courteous manner
• Investigate and explain report results to customers, providing clear and concise answers to their questions
• Create custom reports and formulas for customers, using your analytical skills to understand their needs and provide tailored solutions
• Record videos to demonstrate the functionality of our app, helping to answer specific customer questions and provide a better understanding of our product
• On a less frequent basis, write documentation about various features of our app and participate in phone/video calls with larger customers to educate and walk them through our product

Required Skills

To succeed in this role, you'll need to possess the following skills:

• Analytical reading: You'll spend most of your time reading and replying to customer emails, so it's essential that you can read between the lines and understand what customers are asking, not just what they're saying.
• Intelligible writing: Excellent written English is crucial for customer replies, product documentation, and internal communication. You'll need to be able to write clear, concise, and grammatically correct communication that's easy to understand.
• Problem-solving: You'll need to be tenacious in tackling new and unique report requests, considering various solutions to find the optimal one.
• Love for data and numbers: While you don't need extensive experience with data tools, you must have a comfort and interest in working with data. Experience with Excel formulas or SQL is a plus, but not required.

Preferred Skills

* Proficiency with data analysis tools: Familiarity with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools will help you quickly adapt to our app.

• Experience in e-commerce, accounting, or finance: Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts: You'll need to be able to create engaging screencasts for documentation and tutorial purposes.

Working Remotely

As a remote customer support specialist, you'll need to be comfortable working from home or another remote environment with a dedicated workspace and reliable, high-speed internet access. You'll also need to be a self-starter, proactive, and capable of working independently with minimal supervision.

What You Can Expect From Us

* Dedicated onboarding: You'll receive dedicated onboarding with screen-sharing sessions with team members to ensure a smooth transition into your new role.

• Supportive team: Our team is supportive and transparent, with a public-by-default communication culture that encourages collaboration and open communication.
• Flexible work schedule: You'll have a flexible work schedule with regular check-ins to track your progress and ensure you're meeting your goals.
• Fair compensation: You'll receive fair compensation based on your skills and location.
• 25 days of paid leave annually: You'll have access to 25 days of paid leave annually, allowing you to recharge and take time off when you need it.

Join Our Team

If you're a motivated and data-savvy individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Apply now to become a part of our dynamic team and help us continue to revolutionize the way businesses analyze and report on their data. Apply Job! Apply for this job