Experienced Customer Support Specialist – Virtual Career Center Support

At arenaflex, we're on a mission to empower individuals to realize their full potential by providing unparalleled access to career services throughout their lives. As a leading provider of innovative solutions for the education sector, we're committed to fostering a collaborative and inclusive work environment that puts people first. Our cutting-edge All-In-One Virtual Career Center is utilized by top institutions, including UCLA, MIT, and Baton Rouge Community College, to revolutionize career readiness and student outcomes. We're seeking an exceptional Customer Support Specialist to join our mission-driven team on a 6-month contract basis, with the potential for extension or conversion to a permanent role based on performance and company needs. As a key member of our Support Team, you'll play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform.

Job Responsibilities:

As a Customer Support Specialist at arenaflex, you'll be responsible for:

• Providing email support to our customers via our internal ticket queue, ensuring timely and effective resolution of their inquiries
• Resolving general questions, completing platform configuration, and setting up integrations on clients' behalf
• Troubleshooting and escalating issues to relevant functional teams or account owners, maintaining high standards for response and resolution times
• Configuring fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports
• Collaborating with the Support Team to share trends, insights, and improve the overall user experience
• Reviewing documentation and flagging opportunities for additional internal and external, client-facing documentation
• Maintaining 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're committed to creating a work environment that reflects our values of inclusivity, diversity, and employee satisfaction. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits, and a commitment to being an equal opportunity employer.

Interested but not sure you're the right fit?

If this sounds like a company you'd like to join, but it may not be the right role, please don't hesitate to reach out. We welcome candidates from diverse backgrounds and encourage 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 consideration 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.

View The EEO is the Law poster and its supplement.

arenaflex participates in E-Verify.

View the E-Verify posters here.

Disability Accommodation:

For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact [email protected]

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