Experienced Technical Support Analyst / Customer Support Representative – Construction SaaS Expertise | 100% Remote | Perfect English Required
Join arenaflex, a fast-growing, profitable SaaS construction technology company targeting the $2 trillion heavy construction industry. Are you a highly skilled Technical Support Analyst with expertise in SQL and experience in the heavy construction industry? Do you have a passion for delivering exceptional email and phone support, ensuring a smooth and efficient experience for professionals using our platform? Look no further! arenaflex is seeking a talented individual to join our team as a Technical Support Analyst / Customer Support Representative.
About arenaflex
arenaflex is revolutionizing the $20 trillion construction market with our innovative smart construction platform. Our data-driven and AI-powered solution delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. With a diverse team of two dozen full-time employees and contractors, we're growing rapidly and backed by one of the world's largest construction organizations.
Key Responsibilities
As a Technical Support Analyst / Customer Support Representative at arenaflex, you will be responsible for:
- Customer Support: Provide expert email and phone-based technical support to arenaflex's customers in the heavy construction industry, troubleshooting issues and ensuring a seamless user experience.
- Issue Resolution: Diagnose and resolve software-related issues, escalating complex cases to the appropriate internal teams while maintaining clear communication with customers.
- Product Knowledge: Develop deep expertise in arenaflex's equipment management platform, assisting customers with system navigation, integrations, and best practices.
- Documentation & Feedback: Maintain accurate support records, create knowledge base articles, and relay customer feedback to improve the platform.
- Collaboration: Work closely with arenaflex's engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction.
Requirements
To be successful in this role, you will need:
- Perfect English: Excellent English communication skills, both by email (90% of communications) and phone (10% of communications).
- Industry Experience: Experience supporting or working with telematics, GPS, ERP, or maintenance systems such as Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, or Oracle JDE in a heavy construction environment.
- Technical Skills: Strong troubleshooting abilities with SQL knowledge and proficiency in spreadsheets.
- Customer Service Excellence: Background in providing high-quality technical support with a problem-solving mindset.
- Communication Skills: Ability to clearly explain technical concepts to non-technical users while maintaining professionalism and empathy.
- Team Player: Comfortable working cross-functionally to resolve customer issues and enhance the overall support experience.
Benefits
As a member of the arenaflex team, you can expect:
- Competitive Salary: For USA-based employees, a salary of $50,000-$62,000, depending on experience and geographical location. For non-USA based employees, we offer a competitive salary adjusted to the local market, aiming to be within 90% percentile.
- Comprehensive Benefits: Full healthcare coverage and 100% match on 401k contributions up to 8%.
- Work Flexibility: 100% remote role.
- Dynamic Role: Lead in an innovative tech company.
- Collaborative Culture: Progressive and team-oriented work environment.
- Professional Growth: Opportunities for development and advancement.
- Values Commitment: A merit-based hiring ethos with a diverse team from numerous nationalities.
Start Date
As soon as possible.
How to Apply
Complete the application by answering the screening questions.
Work Environment and Culture
arenaflex is a 100% remote company, and we're committed to creating a collaborative and inclusive work environment. Our team is passionate about innovation, customer satisfaction, and continuous learning. We believe in empowering our employees to take ownership of their work and contribute to the company's growth.
Compensation and Perks
arenaflex offers a competitive salary, comprehensive benefits, and a dynamic work environment. We're committed to providing our employees with the resources and support they need to succeed in their roles.
Why Join arenaflex?
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Be part of a fast-growing, profitable SaaS construction technology company
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Work with a diverse team from numerous nationalities
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Enjoy a 100% remote work environment
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Develop your skills and expertise in a dynamic and innovative company
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Contribute to the growth and success of a leading construction technology company
Apply Now
If you're a motivated and experienced Technical Support Analyst / Customer Support Representative looking for a new challenge, apply now to join the arenaflex team. Apply for this job