Job Description
At arenaflex, we're passionate about delivering exceptional customer experiences that drive business growth and success. As a leading provider of innovative solutions, we're committed to building a team of talented professionals who share our values and are dedicated to making a difference. We're excited to announce an exciting opportunity for an Experienced Full Stack Customer Support Analyst to join our team in a hybrid remote work arrangement. **About arenaflex** arenaflex is a forward-thinking company that's revolutionizing the way businesses work. Our transformative expense management solution simplifies expense reporting, reduces processing time, and provides real-time insights to drive cost savings and budget targets. We're a hyper-growth SaaS company backed by the co-founder of Concur, and we're constantly striving to create an environment that allows our employees to thrive and do great work. **Why arenaflex?** At arenaflex, we believe that great businesses are built by people who share common values. Our team is passionate about invention, committed to the customer, operates with integrity, and values teamwork and collaboration. We're a distributed workforce with two amazing workspaces in Bellevue, WA, and Minneapolis, MN, and we're committed to creating an environment that allows our employees to grow and develop their skills. **Job Summary** As an Experienced Full Stack Customer Support Analyst, you'll be responsible for providing exceptional customer support and building trust with our customers through every interaction. You'll engage with customers through various channels, including phone, video, chat, email, and case notification, and work closely with internal teams to resolve issues and provide solutions. This is a hybrid remote work opportunity that allows you to balance your time between our remote office and home. **Key Responsibilities** * Field incoming requests and system events from users * Engage with customers via phone, email, chat, and case response * Actively listen to customer needs related to incidents or issues and troubleshoot to determine the root cause of the problem * Quickly develop and introduce a solution to the problem * Maintain detailed notes and documentation for each support incident in the ticketing system * Internally escalate when necessary, to other departments (Product, Engineering, or Account Management) * Be an advocate for the customer * Build a sense of trust with the customer in every interaction * Partner with internal and external parties to find solutions for the customer * Assist customers in implementing solutions * Meet all SLAs in a timely manner through a self-driven mindset and deliver on promises to customers * Provide exemplary customer service * Display a sense of urgency and accountability for the customer's request * Present complex ideas both written and verbal that are organized and professional * Identify customer needs using common characteristics, use cases, and best practices * Demonstrate empathy and responsibility * Assist in building a scalable Support organization * Create, edit, and publish knowledge base articles that cover common requests and solutions * Partner with the Product/Engineering team for suggested product and process enhancements for known issues or high-volume requests * Be creative with workarounds and best practices based on limitations of the product * Assist in creating processes and documents for onboarding new Support Analysts **What You'll Bring to the Role** * Education: Bachelor's degree in Business or Information Technology or equivalent work experience * Minimum 3+ years of multi-channel service/support experience * Effective oral and written communication skills * Strong troubleshooting skills * Knowledge of cloud products and services * Proficient in the use of Microsoft Office suite of software * Able to multi-task and effectively manage competing priorities * Credit Card/Payment experience is a plus **Personal Attributes** * Passion for the customer * Fast learner, with an open mind, and a team-oriented mentality * Embody empathy and responsibility towards the customer's experience * An entrepreneurial spirit: flexible and willing to pitch in where needed * Ready to have fun, keep perspective, and be part of an amazing team **Compensation and Benefits** * Competitive salary range: $65,000 - $72,500 per year * Up to 8% bonus * Equity * Self-Managed PTO plan * 9 Paid Holidays * Paid Parental Leave * Commuter Stipend * Comprehensive health benefits, including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter, and 401(k) **Why Join arenaflex?** * Backed by the co-founder of Concur * All team members have the opportunity to make a critical impact at an early-stage business * An experienced management team that understands the space and knows how to build high-performing teams * Ownership through stock option grants * Competitive base salary compensation package * Comprehensive health insurance plan * Flexible, self-managed PTO policy * 401(k) program * Great co-workers and a collaborative team that is passionate about helping every business get the most out of every dollar they spend! **Equal Opportunity Employer** arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. **Apply Now** Don't miss out on this exciting opportunity to join our team at arenaflex. Apply now and take the first step towards a rewarding career in customer support. Apply for this job