Experienced Customer Support Analyst – Embedded Lending Network for Point-of-Sale Consumer Financing

At arenaflex, we're revolutionizing the way merchants and financial institutions provide consumer financing options to their customers. As a pioneering company in the Fintech industry, we're building the next unicorn and are looking for a talented and success-driven Customer Support Analyst to join our team!

About arenaflex

arenaflex is a leading provider of embedded lending networks for point-of-sale consumer financing. Our innovative platform streamlines the distribution of credit into a single, secure, and reliable embedded lending platform. With a network of lenders and a data-driven matching engine, we enable merchants to provide personalized financing choices to their customers. Our mission is to make consumer financing accessible and seamless for everyone.

Job Summary

As a Customer Support Analyst at arenaflex, you will be the first point of contact for our customers, providing world-class support through email, chat, and virtual meetings. You will be responsible for delivering exceptional customer experiences, resolving complex issues, and building strong relationships with our customers and internal teams. If you're passionate about working closely with leading brands in eCommerce and have a knack for problem-solving, we want to hear from you!

Responsibilities

* Deliver world-class support to customers through email, chat, and virtual meetings, ensuring a seamless and positive experience.

• Become a trusted subject matter expert on arenaflex's products and find strategic solutions for our customers to succeed.
• Own the entire ticket lifecycle, from initial inquiry to resolution.
• Be the go-to resource for customer questions and platform issues and serve as the first point of contact for our customers.
• Conduct detailed investigations, take clear and concise notes, and effectively communicate issues to other teams to facilitate accurate ticket diagnosis.
• Build and maintain strong relationships with technical teams to diagnose and resolve issues efficiently.
• Review recorded data from RESTful APIs logs to effectively troubleshoot issues.
• Be comfortable asking probing questions and use Google Cloud Platform to diagnose technical bugs or error messages.
• Clearly convey information, actively listen, and engage with others to minimize back-and-forth exchanges.
• Comfortable taking initiative to determine next steps and approaches challenges with a solutions-focused mindset.
• Identify opportunities to enhance support processes and suggest product improvements to prevent recurring issues.
• Practice strong team collaboration to contribute to shared goals.
• Monitor platform activity across different client accounts using Mixpanel, Power BI, and GCP to ensure proper functionality.
• Assist in updating and maintaining the CRM to ensure it accurately reflects the current work environment.

Essential Qualifications

* 1-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)

• Proven track record supporting customers & consumers on multiple channels (phone, email, chat)
• Bachelor's degree or relevant equivalent experience
• Passion for working closely with leading brands in eCommerce
• Demonstrate a sense of urgency with intention to solve problems efficiently and effectively
• Strong analytical and problem-solving skills
• Strong written abilities to describe technical concepts and instructions, while establishing relationships
• Ability to explain technical issues to technical and nontechnical employees and customers
• Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
• Interpersonal and communication skills that can be applied across audiences
• Ability to work in shifts (including a rotating night or weekend shift)

Preferred Qualifications

* Experience with eCommerce platforms (Shopify, Magento, etc.)

• Experience with RESTful APIs
• Experience with analytical tools such as Mixpanel, PowerBI, FullStory
• Experience working with CRM such as Zendesk
• Technical background (academic or professional)

What We Offer

* Competitive salary: $55,000 - $75,000 per year

• Additional compensation in the form of bonuses and/or stock options
• Opportunity to work with a leading Fintech company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunities

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status. Apply for this job