At arenaflex, we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture, and Values here.
**Job Summary:**
arenaflex is seeking an experienced Full Stack Technical Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers, focusing on our Bold Group – Financial Management solutions. You will be the voice of the customer within Bold Group, working closely with our internal teams to resolve technical issues and improve our products.
**Key Responsibilities:**
* Monitor and respond in a timely manner to ticketing queues, escalations, and emails
* Escalate support requests from internal and external channels
* Provide clear, constructive feedback and responses to customers' support requests
* Handle difficult situations in a professional manner at all times
* Appropriately prioritize competing deliverables and activities
* Represent the voice of the customer within Bold Group
* Contribute regularly to internal and external knowledgebase articles
* Work within defined Service Level Agreements
* Solve complicated technical issues with your expertise
* Continuously grow your depth of knowledge on the products you support
* Sharpen your technical prowess by deep diving into source code, databases, logs, and traces
* Diagnose, troubleshoot, and develop new solutions that solve the root cause of customer problems
* Write step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English
* Learn new products quickly and effectively
* Track and manage tickets to ensure timely communication and resolutions
* Show initiative and act independently to resolve tickets, manage multiple priorities, and follow through on tasks to completion
* Ability to be On Call in a 24 x 7 environment
**Skills & Qualifications:**
* C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
* 2+ years of experience with customer-facing technical support (application, OS, or Networking)
* Knowledge of performance monitoring and tuning tools, problem determination and recovery, and security
* Customer advocacy, empathy, and keen attention to detail
* Experience with PSIM or Alarm Monitoring Centers
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced environment and prioritize multiple tasks
* Excellent communication and interpersonal skills
* Ability to work independently and as part of a team
**Work Environment & Culture:**
* While Bold Group is headquartered in Colorado Springs, Colorado, we have additional offices in Milwaukee, Wisconsin, and Orlando, Florida. This role can be based anywhere in the United States and can be 100% remote.
* The arenaflex team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones.
* This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely.
* Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
**Hours & Benefits:**
* This position will support a 8am-5pm Pacific Time work schedule.
* Flexibility to work where/how you want – in-office, remote, or hybrid
* Robust health and wellness benefits, including an annual wellness stipend
* 401k with up to a 4% match and immediate vesting
* Flexible and generous (FTO) time-off
* Employee Stock Purchase Program
**Compensation:**
* The target base compensation for this position is $50,000 - $60,000 per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
**Apply Now:**
If you are a motivated and experienced technical support professional looking for a new challenge, please