Join arenaflex, a leading innovator in the Experience Management Platform (XMP) space, as we revolutionize the way businesses interact with their customers. As a Technical / Product / Application / Customer Support Specialist, you will be at the forefront of delivering exceptional customer experiences, working closely with our technology and services professionals to drive business outcomes.
**About arenaflex**
arenaflex is a pioneering company that has built the most impactful Experience Management Platform (XMP) available anywhere. Our platform delivers operational and behavioral change in real-time, during the moments that matter, resulting in increased customer satisfaction, brand loyalty, online reputation, and visibility, as well as improved employee engagement and compliance. Founded in 2015 and headquartered in San Ramon, Calif., arenaflex is backed by top investors and is committed to making every experience matter more.
**Job Location & Shift**
This role is based in Chennai (Base Location) with a flexible, hybrid remote arrangement. You will work on a US shift (PST), collaborating with a local team of specialists and a global team of product and engineering professionals.
**Job Type**
This is a part-time remote position, offering a competitive salary and a unique opportunity to join a dynamic team.
**Key Responsibilities**
As a Technical / Product / Application / Customer Support Specialist, you will be responsible for:
* Responding to and resolving customer queries through all support channels (including email, chat, phone)
* Driving timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals
* Owning the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity
* Providing support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conducting systems troubleshooting
* Facilitating product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed
* Defining and adhering to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores
* Delighting customers and building loyalty by providing joyful and personal customer support, leveraging data to predict a customer's pain-points and anticipate client needs in a human, approachable way
**Key Performance Indicators**
* Performance against Support Service Level Agreement (SLA) metrics
* Internal Customer Feedback measures, including Customer Satisfaction (CSAT)
**Essential Qualifications**
* Bachelor's Degree required
* 1+ years of experience in customer service, client operations, or directly related experience
* Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud
* Prior experience of using and testing APIs, as well as providing customer support on integrations
* Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client's configuration and implementation of our solutions
* Prior experience within a software-as-a-service (SaaS) environment is a plus
* Knowledge of SQL and relational databases in general is a plus
**Competencies & Proficiencies**
* Building Effective Relationships: Selecting the appropriate communication method and tool given the information, engaging with authenticity and empathy, and choosing the guidance that best matches the audience
* Bias for Action: Managing project and program work effectively, delivering against known goals and deadlines, and using autonomy to correctly identify the cause of a problem or situation
* Disciplined and Strategic Thinking: Learning from past actions and outcomes to improve work quality consistently, quickly defining the problem and applying the most effective solution, and using good judgment to select the appropriate course of action given the situation and data available
**What We Offer**
* A competitive salary and benefits package
* A dynamic and supportive work environment with opportunities for growth and development
* A chance to work with a leading innovator in the Experience Management Platform (XMP) space
* A flexible, hybrid remote arrangement with a US shift (PST)
* Opportunities for professional growth and development in a rapidly evolving industry
**How to Apply**
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
**About arenaflex**
arenaflex is a leading innovator in the Experience Management Platform (XMP) space, committed to making every experience matter more. Our platform delivers operational and behavioral change in real-time, during the moments that matter, resulting in increased customer satisfaction, brand loyalty, online reputation, and visibility, as well as improved employee engagement and compliance.
**Join arenaflex**
Join our team of innovators and help us revolutionize the way businesses interact with their customers. Apply today and let's build the future together.