Job Description
- *Join arenaflex's Customer Experience Department as a Remote Tier 1 Customer Support Representative and become a vital part of our team, dedicated to delivering exceptional customer experiences.** As a leading provider of innovative solutions, arenaflex is committed to empowering customers with the tools and support they need to succeed. We're seeking a highly skilled and empathetic Customer Support Representative to join our team, working remotely from the Philippines. If you're passionate about delivering outstanding customer experiences, have a knack for problem-solving, and thrive in a dynamic environment, we'd love to hear from you. **Why you'll love this role:** * **Customer Engagement & Communication**: As a Tier 1 CSR, you'll build meaningful connections with customers through chat and email interactions, showcasing your professionalism and empathy. * **Problem Solving & Case Resolution**: Leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, honing your detective skills and ensuring customers walk away happy and supported. * **Tech-Savvy Customer Support**: Navigate and utilize various support platforms and tools to assist customers effectively and efficiently, staying engaged and growing in a fast-paced tech environment. * **Collaboration & Internal Communication**: Work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, and be part of a dynamic team sharing insights and collaborating to create the best possible customer experience. **Why you're a great fit:** * **Requirements**: + 3+ years of customer support, helpdesk, or related experience + Strong verbal and written communication skills + Ability to troubleshoot and problem solve effectively + Empathy and a customer-first mindset + Strong time management and multitasking skills + Familiarity with supporting educators and schools; or experience in tech support and education technology + Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools + Prior experience with remote customer support or working across multiple time zones + Experience working for a US-based tech company + Written and verbal English fluency + Experience working US-based hours (PHL night shift) * **Hours**: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time) * **Device Requirements**: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product. **Preferred (but not required):** * Associate or Bachelor's degree in a related field * Experience in EdTech, SaaS, or other fast-paced tech environments * Familiarity with Clever, Google Classroom, and other LMS integrations **KPIs for Success:** * First Response Time (FRT) < 15 min * Quality Monitoring (QM) score of 85%+ * Customer Satisfaction Score (CSAT) of 85%+ * Average Case Handle Time (AHT) < 15 min * Escalation rate < 10% **Monthly Contract Range:** $530 - $600 USD / month **Please note that given the nature of the contract, this role will not be eligible to participate in company-sponsored benefits. Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.** **About arenaflex:** arenaflex is a leading provider of innovative solutions, empowering customers with the tools and support they need to succeed. Our team is dedicated to delivering exceptional customer experiences, and we're committed to fostering a culture of collaboration, innovation, and growth. **Why join arenaflex?** * **Career Growth Opportunities**: arenaflex offers a dynamic and supportive environment, where you can grow your skills and career. * **Learning Benefits**: We invest in our employees' development, providing training and opportunities for growth. * **Work Environment**: arenaflex's culture is built on collaboration, innovation, and a customer-first mindset. * **Compensation and Perks**: Competitive compensation, flexible work arrangements, and a range of benefits to support your well-being. **Ready to join arenaflex's Customer Experience Department?** Apply now and become a part of our team, dedicated to delivering exceptional customer experiences. Apply for this job