At arenaflex, we're on a mission to revolutionize the way property managers communicate, operate, and grow their businesses. As a leading SaaS company, we're dedicated to providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. We're seeking an experienced Customer Support Representative II to join our dynamic and innovative team, helping us deliver exceptional customer experiences and drive business success.
**About arenaflex**
arenaflex is a high-growth, entrepreneurial environment that's passionate about making a positive impact on people's lives. Founded in 2013, we've established ourselves as a leading provider of comprehensive CRM, operations, and maintenance workflow automation, and centralized communication platforms tailored specifically for the property management industry. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.
**Join the arenaflex Team**
At arenaflex, we foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. Our employees benefit from a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits. We're committed to supporting property managers every step of the way, and we're looking for talented individuals who share our passion for delivering exceptional customer experiences.
**Role Summary**
As a Customer Support Representative II, you'll play a critical role in assisting customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. Your focus will be on troubleshooting and resolving complex issues to increase customers' interaction with the product and improve full adoption. You'll be expected to:
* Handle customer issues independently by 90 days, with a goal of resolving 75% of tickets autonomously
* Respond to customer inquiries and own the outcome, demonstrating a customer-centric approach and problem resolution proficiency
* Contribute equally to the team's workload responsibilities, handling an equal amount of work dispersed amongst the team
* Maintain high CSAT scores, with a goal of 96.0%
* Update or write at least one help article per month to contribute to the team's knowledge base
**A Day in the Life of a Customer Support Representative II**
As a Customer Support Representative II, you'll be responsible for:
* Cultivating strong and enduring relationships with clients across all levels through professional communication and fostering loyalty
* Demonstrating adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
* Possessing a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
* Being open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement
**Perks and Benefits**
As an arenaflex employee, you'll enjoy:
* 8 Company Holidays + Week off at Christmas
* Unlimited PTO
* 1 Volunteer day with the organization of your choice
* Birthday lunch on us
* Monthly Healthcare Allowance
* Monthly WFH Allowance
* Yearly Vacation Allowance
* Fun and outcome-driven work environment with a smart, hard-working team
* Location independence
* Mission-driven company and values-based culture
**Requirements**
To be successful in this role, you'll need:
* Proficiency in troubleshooting Tier 2 support issues and effectively communicating with technical teams
* Ability to learn new technology quickly
* Strong communication and problem-solving skills
* Proactive approach to seeking solutions and owning the outcome
* Emotional maturity and a "can-do" attitude
* 2-5 years of experience in B2B SaaS, preferably in a customer support role
* Ability to work in North America time zones
**What We're Looking For**
We're looking for talented individuals who share our passion for delivering exceptional customer experiences. If you're a motivated and results-driven professional who is eager to make a positive impact on people's lives, we'd love to hear from you. Selected candidates may have written assessments and multiple interviews with different people. We'll do whatever it takes to get the right person in the right seat.
**Apply Now**
If you're ready to join a dynamic and innovative team that's passionate about making a positive impact on people's lives, apply now! We can't wait to hear from you.
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