Experienced Customer Support Specialist – Payments and Technology

At arenaflex, we're revolutionizing the way merchants accept payments in-store, in-app, and online. Our innovative payment platform is designed to simplify the payment process, providing merchants with real-time business management dashboards to streamline their operations. As a Customer Support Specialist, you'll play a vital role in delivering exceptional customer experiences, resolving product and service issues, and providing in-depth knowledge of our products and services. About arenaflex arenaflex is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We're passionate about empowering merchants to succeed in the ever-evolving payments landscape. Our team is dedicated to creating a culture of innovation, collaboration, and customer obsession. If you're a customer-centric individual with a passion for payments and technology, we'd love to hear from you. Key Responsibilities As a Customer Support Specialist at arenaflex, you'll be responsible for: * Demonstrating a strong commitment to being "Customer Obsessed," with a focus on quality of communication and feedback provided on calls. * Handling incoming and outgoing calls, creating, managing, following-up, and resolving support requests via ticket-based CRM (Zendesk) with a high level of attention to detail while providing clients with regular progress updates. * Resolving customer product or service problems through troubleshooting technical issues, determining the root cause of the problem, and selecting, explaining, and applying the best solution to the problem. * Identifying patterns and trends for merchant issues, attempting to replicate and complete testing to resolve said issues. * Managing the escalation process where required to better service merchants. * Contributing towards merchant servicing documentation, both creation and maintenance. * Managing internal and external system access to support-oriented systems. About You We're looking for a customer-focused individual with a can-do attitude and a willingness to learn. If you: * Have a genuine interest in payments and technology and want to further your skills in the industry. * Are willing to build relationships and communicate with internal and external stakeholders. * Possess adaptability, multitasking, and working in a fast-paced environment. * Have good time management skills and can think on your feet to problem-solve. * Are flexible to work on a rotating roster in a structured environment. Experience Required To succeed in this role, you'll need: * At least 2 years of experience as a help desk technician or a technical customer service support role. * Proven experience in troubleshooting banking, payments, or Point of Sale (POS) systems issues. * Previous experience working with Zendesk or other ticketing systems. What We Offer You'll be joining an incredible team who are committed to our vision and company values. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer: * Work from overseas up to 4 weeks per year. * Annual team offsite. * Social events run by our social committee. * Swap a public holiday and take an alternative day off. * Paid leave for volunteering. * Employee Share Option Plan (subject to invitation). * Paid parental leave for primary and secondary carers. * Novated lease and salary sacrifice options. Why Join arenaflex? At arenaflex, we're passionate about creating a diverse and inclusive environment where everyone feels valued and empowered to succeed. We're committed to equal opportunities and welcome applications from all qualified candidates without bias to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. How to Apply If you're a customer-focused individual with a passion for payments and technology, we'd love to hear from you. Please submit your application through our website. We look forward to welcoming you to our team! ```html

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