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 has already gained the trust of over 4,500 businesses worldwide, and we're looking for a talented and data-savvy customer support specialist to join our team.

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 proud to have built a reputation for delivering world-class support to our customers. 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 key member of our support team, you'll be responsible for providing exceptional 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
• Investigate and explain report results to customers, ensuring they understand the insights and recommendations provided by our app
• Create custom reports and formulas for customers, as well as help them schedule and set up reports in Google Sheets
• Record videos to demonstrate the functionality of our app, helping to answer specific customer questions
• 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 through various features

Required Skills:

* Analytical reading: You'll spend most of your time reading and replying to customer emails, so you must be able to read a customer's email and understand what they're asking, not simply what they're saying

• Intelligible writing: Excellent written English, with clear, concise, and grammatically correct communication, is crucial for customer replies, product documentation, and internal communication
• Problem-solving: Tenacity 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 such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these 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 for documentation and tutorial purposes

Working Remotely:

* You should be comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access

• You must be a self-starter, proactive, and capable of working independently with minimal supervision
• You should be available and online during working hours, as we frequently communicate via chat
• Clear and frequent communication is essential, including regular updates on your progress, suggestions, issues, and questions
• Your writing skills will be put into practice daily to communicate internally and externally

What You Can Expect From Us:

* Dedicated onboarding with screen-sharing sessions with team members

• A supportive team with a transparent, public-by-default communication culture
• Flexible work schedule with regular check-ins to track your progress
• Fair compensation based on your skills and location
• 25 days of paid leave annually

Join Our Team:

If you're a highly effective individual who is passionate about delivering exceptional customer support, 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