At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Support Specialist, you'll play a vital role in delivering exceptional experiences to our customers, helping them achieve their goals, and driving growth for our company. If you're passionate about customer-facing interactions, technical deep-diving, and troubleshooting, we want to hear from you.
**About arenaflex**
arenaflex is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We're a global company with a strong presence in Colombia, and we're committed to creating a diverse and inclusive workplace. Our culture is built on the principles of HEART (Humble, Empathetic, Adaptable, Resilient, and Transparent), and we're passionate about empowering our employees to do their best work.
**Job Summary**
As a Customer Support Specialist, you'll be responsible for working directly with arenaflex customers, across all product lines and customer channels. You'll partner with our customers to resolve issues, help them build familiarity with, and effectively use, our tools. You'll strive to deliver a human-centered, helpful, and consultative support experience through creative problem-solving, thoughtful communication, and tailored solution design.
**Key Responsibilities**
* Communicate with customers via phone, live chat, and email to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
* Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
* Identify and diagnose software issues to fix and improve the product experience for our customers
* Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
* Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales
* Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall arenaflex experience in mind that grow their businesses better
* Collaborate within arenaflex (with teams such as Customer Success and Product) to retain and grow customers on our platform
* Be a role model and a trusted advisor by showcasing arenaflex values and a customer-centric approach in every customer interaction
**We're Looking for People Who**
* Are fluent in Portuguese, English, and Spanish - ADVANCED PORTUGUESE FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting Portuguese-speaking customers in this position
* Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
* Are performance-oriented and demonstrate a strong customer-first mentality by providing high-quality service to a consistent number of customers daily
* Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously, and using good judgment to make decisions that solve for the customer
* Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
* Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best-in-class support
* Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
* Embody our HEART values and add to our company culture
* Work weekday shifts from anywhere between 7:00 am to 8:00 pm Colombian time, with possible weekend shifts. Overtime and holiday shifts are optional, and shifts subject to change based on business need.
**What Onboarding Looks Like**
* First 5 days: Get to know arenaflex as a company, working environment, and tool. Set up your accounts and learn all about your new workplace.
* 30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases, and sharpen the point on your troubleshooting. Get to know your teammates and team leads.
* 90 days: Deepen your expertise and learn about our various channels of communication.
* 180 days and beyond: You're ready to fly on your own. You still have plenty of support, but your independence will be shining.
**Skills and Experience**
* Motivated by customer-facing interaction. You have a chance to talk to people who are very excited about working with arenaflex tools, and it can be very rewarding to team up with them.
* A curiosity for technical deep-diving and troubleshooting. We don't always have the answers right away, so you need to enjoy discovering them!
* Solid communication and writing skills. We need to be quick, clear, concise, and friendly. We want to get our customers back to work in a jiffy, and have a good time doing it.
* Time management and organization. There are lots of moving parts, and it is essential to pay attention to the right ones at the right time.
* A desire to learn and grow. Constant change and growth are the only thing you can count on in this industry. This is exciting if you are open to it.
* An interest in, or understanding of, basic Internet and information technology. You don't need to be a master of coding web applications, but the more you understand, the simpler it will be to determine outcomes for our customers. You'll be using online tools all day long, so familiarity with Google Suite, JIRA, Chrome developer tools, and others would be nice to have, but not necessary. We'll teach you all you need to know!
**What We Offer**
* A competitive salary and benefits package
* Opportunities for career growth and professional development
* A dynamic and collaborative work environment
* A chance to work with a leading CRM platform and make a real impact on our customers' businesses
* A comprehensive onboarding program to ensure your success
* A flexible work schedule, with the option to work from home or in our office
* A generous time-off policy, including vacation days, sick leave, and holidays
* Access to cutting-edge technology and tools
* A fun and supportive team environment
**How to Apply**
If you're passionate about customer support, technical deep-diving, and troubleshooting, and you're looking for a challenging and rewarding role, 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 Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment, training, and advancement. If you require accommodations or assistance due to a disability, please reach out to us using this form.
**Disclaimer**
By submitting your application, you agree that arenaflex may collect your personal data for recruiting, global organization planning, and related purposes. arenaflex's Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over arenaflex's use of your personal information.