Experienced Customer Support Specialist – Virtual Career Center Support
At arenaflex, we're on a mission to empower individuals to reach their full potential by providing innovative career services that cater to diverse needs. Our All-In-One Virtual Career Center has revolutionized the way institutions like UCLA, MIT, and Baton Rouge Community College deliver career services, career readiness, and student outcomes. As a key member of our support team, you'll play a vital role in ensuring our customers and users have an exceptional experience with our platform.
Join our mission-driven team at arenaflex
We're a fun and collaborative culture that puts people first, with a physical office in Cambridge, MA, and a fully remote organization that encourages mobility and flexibility. arenaflex is backed by leading technology investors, including Growth Street Partners, Strada Education, and LearnLaunch. We're committed to creating a work environment that fosters growth, innovation, and inclusivity.
Contract Position: 6 months with potential for extension or conversion
As a Support Specialist (Contractor) at arenaflex, you'll work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. This contract position is for 6 months, with the potential for extension or conversion to a permanent role based on performance and company needs.
Key Responsibilities:
* Provide exceptional email support to arenaflex customers via our internal ticket queue
* Resolve general questions, complete platform configuration, and set up integrations on clients' behalf
* Troubleshoot and escalate issues to relevant functional teams or account owners
* Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports
* Maintain high standards for response and resolution times, ensuring user satisfaction
* Collaborate with the Support Team to share trends, insights, and improve the overall user experience
* Review documentation and flag opportunities for additional internal and external, client-facing documentation
* Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience
Overall Volume:
* ~30-40 tickets per day
Competencies/Required Skills:
* Ability to follow directions accurately and efficiently
* Excellent verbal and written communication skills
* Ability to work independently and as part of a team
* A willingness to learn and ask questions
* Strong help desk skills with a focus on resolving user issues promptly
* High attention to detail and "reading between the lines" of customer requests
* Willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently
* Experience configuring fields in an admin console within a SaaS product
* Experience with DNS, SSO, .csv imports, and spreadsheets
* Ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue
Bonus Skills:
* Familiarity with HubSpot Service Queue or similar support platforms is a plus
* Knowledge of WordPress or previous experience using arenaflex is a plus
* Previous experience in an Enterprise SaaS Customer Support team
Compensation:
* $30 - $40 an hour
What else should you know?
At arenaflex, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits, and are always committed to being an equal opportunity employer.
Interested but not sure you're the right fit?
If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, we welcome you to start a conversation with us. Just use the subject line: "General Interest."
EEO Statement
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact [email protected]