Experienced Customer Support Representative II – Global Operations and Technical Support

At arenaflex, we're on a mission to revolutionize the way property managers streamline their communications, operations, and growth. As a leading SaaS company, we're dedicated to providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. We're now seeking an experienced Customer Support Representative II to join our dynamic and innovative team.

About arenaflex

arenaflex is a high-growth, entrepreneurial company that's passionate about making a positive impact on people's lives. Founded in 2013, we've established ourselves as a leading provider of comprehensive CRM, operations and maintenance workflow automation, and centralized communication platforms tailored specifically for the property management industry. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.

Join the arenaflex Team

At arenaflex, we foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. Our employees benefit from a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits. If you're driven by making a positive impact on people's lives and want to support our mission, we'd love to hear from you.

Role Summary

The mission of the Customer Support Representative II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. The focus is to troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption.

Key Responsibilities

* Assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team

• Troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption
• Respond to customer inquiries and own the outcome
• Handle an equal amount of work dispersed amongst the team, with a focus on autonomy and independence
• Update or write at least one help article per month to contribute to the team's knowledge base
• Maintain a high CSAT score of 96.0% and embody the company's core value of customer obsession

A Day in the Life

* Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty

• Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Possess a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
• Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement

Perks and Benefits

* 8 Company Holidays + Week off at Christmas

• Unlimited PTO
• 1 Volunteer day with the organization of your choice
• Birthday lunch on us
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome-driven work environment with a smart, hard-working team
• Location independence
• Mission-driven company and values-based culture

Requirements

* Proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams

• Embrace learning new technology
• Learn fast
• Communicate crisply
• Proactively seek solutions
• Own the outcome
• Embody emotional maturity
• Bring an optimistic "can-do" attitude
• Supply your own internet and smartphone
• 2-5 years of experience
• Have B2B SaaS experience (preferred)

What We're Looking For

We're looking for a highly motivated and experienced Customer Support Representative II who is passionate about delivering exceptional customer support. If you're a problem-solver with a customer-centric approach, we'd love to hear from you. Selected candidates might have written assessments and multiple interviews with different people. We'll do whatever it takes to get the right person in the right seat.

Apply Now

If you think you would thrive in our dynamic and innovative environment and make an impact for our customers, we'd love to talk to you! Please submit your application, and we'll be in touch soon. Apply Job! Apply for this job