Experienced Technical Customer Support Representative – FinTech Software Servicing Solutions Expert

Welcome to arenaflex: Transforming the Mortgage Servicing Industry

Imagine being part of a mission that makes loans and homeownership simpler and safer for all consumers. At arenaflex, we empower servicers and consumers, and we're looking for talented individuals like you to join our team. As a Customer Support Representative, you will play a vital role in ensuring our customers receive exceptional and personalized service, troubleshooting and resolving issues, and maximizing their use of our FinTech software servicing solutions.

About the Opportunity

We're seeking a highly skilled and passionate Customer Support Representative to join our team. As a key member of our Customer Success organization, you will assist arenaflex customers and internal partners, ensuring issues are thoroughly researched and resolved. Your focus will be on existing customers and the products they have already implemented with us. This is an excellent opportunity for those who thrive in fast-paced environments, are passionate about customer service, and are looking to grow within our organization, both technically and professionally.

Your Day-to-Day at arenaflex

• Receive and own customer support requests, utilizing your experience and expertise to resolve issues efficiently and effectively.
• Collaborate with Tier 1 to augment initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products.
• Replicate issues, define the nature of the problem, and propose fully tested solutions to customers to address their cases and enhance system productivity.
• Conduct system and usage evaluations to determine customer workflows and procedures, verifying proper product usage and identifying areas for improvement.
• Partner with other members of the Customer Success organization and other teams across multiple time zones to continuously improve our customer experience.
• Provide business and technical support to triage, analyze, troubleshoot, and resolve customer support requests related to functions, capabilities, and usage of all arenaflex products.
• Interact with customers directly within their cases, on phone calls, or through other means to coordinate activities and ensure customer delight.
• Advocate for customers by providing feedback to the product and engineering teams on improving the platform to better solve our customers' challenges.
• Monitor open cases to ensure resolution per the established service level agreement (SLA) and maintain accurate and thorough records in the arenaflex case management system.
• Ensure customer data is handled securely, adhering to the highest standards of data protection and security.

Essential Qualifications

To succeed in this role, you should have:

• Excellent communication and people skills (both written and verbal), with the ability to effectively interact with customers, internal stakeholders, and technical teams.
• Experience working in a fast-paced startup environment, managing competing priorities, and adjusting schedules to meet deadlines.
• A strong desire to learn and a sense of curiosity that drives you to improve your skills and the service you and your team provide.
• Excellent attention to detail and quality, with the ability to successfully self-manage multiple tasks and prioritize activities.
• Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage, and case tracking and incident management software.
• Minimum of 3-5 years of experience in technical customer service (digital/SaaS solutions preferred) in the financial services industry (or related) – within a FinTech company (SaaS B2B2C preferred) or a financial institution.
• Demonstrated ability to provide exceptional customer technical support skills, including probing, gaining agreement, and documentation of customer issues.
• Demonstrated ability to handle more complex technical issues and experience in consumer lending/mortgage (servicing preferred) and/or familiarity with the housing finance regulatory environment.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Familiarity with arenaflex's LoanServ product and/or Tempo product.
• Experience with consumer lending/loan servicing business workflows and/or familiarity with the housing finance regulatory environment.
• Strong technical skills, including proficiency in troubleshooting and resolving technical issues related to digital products and SaaS solutions.
• Experience working in a remote or hybrid work environment, with the ability to self-manage and prioritize activities effectively.

Skills and Competencies

To excel in this role, you should possess:

• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, internal stakeholders, and technical teams.
• Strong attention to detail and quality, with the ability to maintain accurate and thorough records and ensure customer data is handled securely.
• Ability to work in a fast-paced environment, managing competing priorities and adjusting schedules to meet deadlines.
• Strong sense of curiosity and desire to learn, with a focus on improving skills and the service provided to customers.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Representative, you'll have access to:

• Comprehensive training and onboarding programs to ensure your success in the role.
• Ongoing professional development opportunities, including training, mentorship, and career pathing.
• Access to industry-leading tools and technologies, with opportunities to develop your technical skills and expertise.
• A collaborative and supportive work environment, with a focus on teamwork and open communication.

Work Environment and Company Culture

At arenaflex, we're proud of our dynamic and inclusive work environment. As a Customer Support Representative, you'll be part of a team that values:

• Collaboration and teamwork, with a focus on open communication and mutual respect.
• Innovation and creativity, with opportunities to develop new ideas and solutions.
• Customer-centricity, with a focus on delivering exceptional service and support to our customers.
• Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment.

Compensation, Perks, and Benefits

As a Customer Support Representative at arenaflex, you'll be eligible for a comprehensive range of benefits, including:

• Competitive salary and bonus structure, with opportunities for growth and development.
• Remote/hybrid work options, with flexibility to work from home or in one of our office locations.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Unlimited flexible time off, with opportunities to take time off when you need it.
• Family planning services, including parental leave and adoption assistance.
• Tuition reimbursement, with opportunities to develop your skills and education.
• Paid family leave, with opportunities to take time off to care for loved ones.
• 401(k) matching, with opportunities to save for your future.
• Pet insurance, with opportunities to protect your furry friends.
• LinkedIn Learning, with access to online courses and training programs.
• Virtual social experiences, with opportunities to connect with colleagues and friends.
• Career pathing, with opportunities to develop your skills and advance your career.
• Focus Time Fridays, with opportunities to focus on your work and prioritize your tasks.

Conclusion

If you're passionate about customer service, technical support, and FinTech, we want to hear from you. As a Customer Support Representative at arenaflex, you'll have the opportunity to make a real difference in the lives of our customers, while developing your skills and advancing your career. Apply now to join our team and be part of our mission to transform the mortgage servicing industry.