At arenaflex, we're revolutionizing the way trademark professionals work with our intuitive and automated software. As a Customer Support Specialist, you'll play a vital role in ensuring our customers receive the best possible experience, helping them navigate our software and achieve their goals. If you're passionate about delivering exceptional service, have a knack for problem-solving, and thrive in a collaborative environment, we'd love to hear from you.
**About arenaflex**
arenaflex is a fast-growing SaaS-based legal technology company dedicated to making trademark professionals' lives easier. Our software helps IP professionals create, maintain, and analyze trademarks and other IP assets, trusted by leading law firms and Fortune 100 companies. We're a diverse and multi-talented virtual team that thrives in a collaborative, open, and positive environment. We care about our mission, customers, prospects, each other, and the broader community, and we're committed to ensuring everyone on the team can grow by being around equally exceptional and kind people.
**Job Description**
As a Customer Support Specialist at arenaflex, you'll report to the Director of Customer Support and be responsible for interacting with customers and executing a range of external and internal requests. As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you'll help customers solve their problems and navigate our software. You'll also regularly train new customers as well as existing ones to ensure they're getting the most out of our software.
**Key Responsibilities:**
* Act as a first point of contact for all day-to-day questions received via arenaflex's support email, live chat, and phone line.
* Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer's satisfaction in a timely and careful manner.
* Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
* Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
* Provide platform training to key stakeholders and end-users, connecting the value of arenaflex to client initiatives.
* Work directly with clients advising them on how to best leverage arenaflex in coordination with the relevant Customer Success Manager.
* Work to understand key client use cases and attributes in order to provide context-driven responses and training.
* Provide exceptional service to clients in order to help support the Customer Success team's goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
* Stay current with system changes and updates.
* Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.
**What We're Looking For in the Ideal Candidate:**
* 4+ years' experience in a client-facing role, involving support of SaaS or professional web-based solutions.
* 2+ years' Work-from-Home Experience.
* Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets.
* Ability to recognize gaps in their own knowledge and seek instruction.
* Keen attention to detail.
* Strong written and verbal communication skills.
* Ability to manage multiple and sometimes conflicting priorities.
* Ability to think on your feet and switch gears easily.
* Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
* Superb personal organizational skills to ensure all client commitments are met.
* Ability to empathize with and advocate for our customers.
* Ability to quickly learn new concepts and teach others.
* Strong interest in technology.
* Excellent problem-solving skills.
* Good sense of humor.
**What You'll Get:**
At arenaflex, we offer a collaborative and challenging work environment and the opportunity to be part of a growing company. We're a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.
We also offer all employees a variety of perks, including:
* Flexible vacation
* Remote work options
* Healthcare coverage
* The opportunity to determine your own growth path
We're LGBTQ+ friendly and encourage all candidates to apply.
**How to Apply:**
If you're interested in joining our team, please submit your application via our web portal, including a resume in PDF and a cover letter explaining your specific interest in this role and why you'd like to join the arenaflex team. Please also include a sample email where you're explaining to a customer how to favorite/bookmark their favorite website in Chrome.
Our applications are still reviewed by humans, so please pardon any delayed responses.
**Expected Salary:** Competitive salary based on experience.
**Location:** USA (Remote).
**Apply Now:**
We can't wait to hear from you!