Experienced Customer Support Associate – Web & Cloud Application Support
At arenaflex, we're passionate about empowering users to bring their ideas to life and making it easy for them to get the help they need when they need it. Our Customer Support team is at the forefront of this mission, working tirelessly to ensure that our customers receive exceptional support and service. As a Customer Support Associate, you'll be a key member of this team, leveraging your system knowledge and commitment to delivering an exceptional customer experience to solve problems and be a positive advocate of our brand.
About arenaflex
arenaflex is a design-driven platform that helps entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products ranges from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
Job Summary
We're seeking an experienced Customer Support Associate to join our team in Hawaii/West. As a Customer Support Associate, you'll be responsible for providing exceptional support to our customers through live chat, email, and other channels. You'll be the first point of contact for our customers, and your role will be critical in ensuring that their issues are resolved in a timely and professional manner.
Key Responsibilities
* Respond to customer-submitted live chats and email in a timely manner
- Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
- Independently meet targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
- Stay up to date on new product features and improvements
- Identify isolated customer experiences and escalate important issues
- Work collaboratively with other teams to resolve complex customer issues
- Provide exceptional customer service and support through live chat, email, and other channels
Requirements
* 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
- Expertise with written communication and the ability to spot spelling and grammar errors
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals
- Capability of prioritizing competing requests
- Familiarity with the arenaflex platform
- Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer-focused
- Currently live in: Arizona, Hawaii, Idaho, Utah, New Mexico, Oregon, or Washington
Preferred Qualifications
* Experience working in a 24/7 environment
- Familiarity with customer support software and tools
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Excellent communication and interpersonal skills
- Strong attention to detail and organizational skills
Benefits & Perks
* A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with arenaflex funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 8 Global Employee Resource Groups (ERGs)
Compensation
* The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.
Work Environment & Culture
* arenaflex is a remote-friendly company, and this role will be based in Hawaii/West.
- Our team is passionate about delivering exceptional customer service and support, and we're committed to creating a positive and inclusive work environment.
- We offer a range of benefits and perks to support our employees' physical and mental well-being, including flexible paid time off, parental leave, and access to mental health resources.
How to Apply
If you're passionate about delivering exceptional customer service and support, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Note
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment, and we strive to ensure that our hiring practices are fair and unbiased. Apply for this job