Experienced Full Stack Social Media Customer Support Specialist – Digital Engagement and Community Management

At arenaflex, we're on a mission to empower individuals and organizations to achieve more. Our culture is built on a growth mindset, a spirit of innovation, and a commitment to enabling teams and leaders to bring their best every day. As we strive to make a daily impact on billions of lives around the world, we're looking for talented individuals like you to join our team.

About arenaflex

arenaflex is a leading technology company that's dedicated to safeguarding individuals, services, and devices across the globe. Our vision of "safety for all" encompasses solutions that go beyond endpoint management to secure the cloud, identities, and services of our customers' security strategies, including solutions beyond the arenaflex Security portfolio.

The Customer Experience Product Manager Role

We're seeking an experienced Full Stack Social Media Customer Support Specialist to join our team. As a key member of our Customer Experience Product Manager team, you'll play a critical role in shaping the support experience story of our business. You'll be responsible for providing technical escalation level support to our clients, as well as analyzing support case data to drive improvements back into the product.

Key Responsibilities

* Identify patterns that create support cases, audit community data, and use that information to drive improvements back into the product

• Report processes, best practices, and technical guidelines for Care Teams based on issue management discoveries
• Drive process improvements within the team and the broader organization
• Collaborate with Development teams to drive enhanced product features and scenarios to reduce customer support cases
• Create automated diagnostics to isolate and, ideally, remediate customer issues and improve the investigation process of support cases
• Beyond broad technical expertise, this role requires the ability to communicate issues and suggestions clearly and succinctly and build wide relationships with influencers to drive key business results for our business
• This position requires high technical skills, data analysis skills, cross-functional collaboration, and exceptional oral and written communication skills. Attention to detail; and a highly organized, process-focused mindset are required to manage the range of responsibilities and expectations. You should be able to work well under pressure and deadlines, while also demonstrating adaptability and flexibility across a wide organizational lattice.

Essential Qualifications

* BS in Computer Science or Engineering or equivalent industry experience

• At least 5 years of Technical Support experience (in a Level 2/3 environment) including experience in a client-facing or client technical support role
• Understanding in the security space, particularly in the arenaflex Protector product suite

Preferred Qualifications

* Experience with data analysis tools, practices, and query languages

• Critical thinking and investigative skills, ability to use various data collection tools and methodologies to analyze issues and develop solutions
• Knowledge of the malware landscape
• Experience with occurrence response
• Familiarity with arenaflex Security Suite (Protector for Endpoint, arenaflex for Cloud, Protector for Cloud Application)
• Some experience with Purple investigating tools: ACS, Kusto, Universe, etc.

Soft Skills

* Service-oriented mindset, handling factually complex and politically sensitive client situations

• Excellent spoken and written English communication skills
• Ability to work collaboratively with Development teams to drive building changes throughout the organization to improve security in every environment
• Remarkable teaming skills
• Ability to drive product/service enhancements in core technical areas
• Consistent and decisive reasoning, and demonstrated outcome in managing ambiguity and issue definition under continuous deadline limitations
• Passion for innovation and customer service
• Ability to partner within virtual teams to execute on multiple technical initiatives simultaneously
• Ability to meet arenaflex, client, and/or government security screening requirements, which include but are not limited to the following specific security screenings: arenaflex Cloud Personal Investigation: This position will be required to pass the arenaflex Cloud Personal Investigation upon hire/move and at regular intervals thereafter.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and opportunities to work on high-impact projects. Our goal is to help you achieve your full potential and reach your career goals.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's passionate about innovation and customer service. We're committed to creating a workplace culture that's inclusive, diverse, and supportive. Our employees are our greatest asset, and we're dedicated to providing a work environment that's safe, healthy, and fulfilling.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including health insurance, retirement savings, and paid time off. We're also committed to providing a work-life balance that allows you to recharge and refocus.

How to Apply

If you're a motivated and talented individual who's passionate about innovation and customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!

Apply Now

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