At arenaflex, we're on a mission to revolutionize the digital identity world by creating innovative products and tools that make it a secure 'no-fake-zone'. As a Customer Support Specialist, you'll play a vital role in shaping our customers' experience and driving our company's growth. If you're passionate about technology, customer-centric, and enjoy problem-solving, we'd love to hear from you.
**A Little Bit About Us**
arenaflex is an AI company with expertise in computer vision, processing over 800M identity documents in more than 70 countries around the world. Our teams in Zagreb, Sofia, and New York touch hundreds of millions of people every year, making us a leader in the digital identity space. We're committed to creating a culture that recognizes and rewards success, and is not afraid to try, fail, and learn from mistakes.
**What You'll Do**
As a Customer Support Specialist, you'll be the first point of contact for our customers, providing essential feedback on product performance and customer needs. Your responsibilities will include:
* Providing customer support by answering technical and non-technical inquiries
* Working closely with the Revenue and P&E department to fix issues and bugs
* Allocating and coordinating incoming inquiries that don't fall within the scope of customer support to appropriate departments
* Regularly participating in calls and meetings with customers to facilitate the usage of arenaflex products
* Analyzing and reflecting on the customer support process to seek improvement opportunities
* Monitoring and implementing appropriate customer support practices and trends to improve the customer journey and user satisfaction rates
* Creating and maintaining a customer support knowledge base
* Tracking public channels (Github, Stack Overflow, etc.) and answering or coordinating queries regarding arenaflex products
* Independently generating license keys, required to use arenaflex products, using internal tools
* Passive phone support - outside working hours and over the weekends - in coordination with the rest of the team
**You'll Be Successful in This Role If You**
* Have 2+ years of experience in customer support
* Are familiar with and understand the specifics of mobile and/or web application development at a basic level
* Have a strong customer-centric approach and mindset
* Like to get to the core of a problem, use analytical thinking, and explore various solutions
* Value an analytical and responsible approach to work while being able to prioritize well to appropriately escalate issues as needed
* Have an interest in technology and like to keep up with the latest trends
* Like to work in a team, but you're also capable of working independently
* Have an outstanding command of spoken and written English
* Are able to work flexible hours and available for stand-by shifts
**An Additional Plus If You**
* Have experience working in the ICT industry (product-based company)
* Have experience working on a web (Javascript/Typescript)
* Have experience with tools such as Docker platform and Postman
* Have experience with Salesforce Service Cloud and Jira or other proprietary issue-tracking product
* Know the basics of programming
**What You'll Gain If You Join Us**
* arenaflex owes its success to its people. That's why we offer equity participation to all of our full-time employees so that we can grow together
* Unlimited PTO to have the flexibility to take time off as needed to maintain a healthy work-life balance
* Flexible work arrangement that allows you to work from anywhere and adjust your work schedule in a way that works for you
* If you're a modern technology lover, we feel you. That's why we offer you an additional individual budget for the tech equipment of your choice
* We take special care of our parent-team members. Financial support during your parental leave, 100% paid sick leave to care for your kids, days off for important events like your kid's 1st bday and their 1st days at school/kindergarten, the opportunity to work part-time for a full salary in the 1st month after coming from parental leave - just some of the benefits we offer to arenaflex parents
* Plenty of opportunities to learn and develop your skills through a challenging working environment
* Together with us, you'll build extraordinary and future-oriented digital identity products for millions of end-users on all continents with constant growth!
**How Can You Join Us?**
If this role intrigues you, don't hesitate to hit the apply button and send us your resume. We're excited to meet talented people even if you don't feel that you match 100% of the requirements. So don't let that discourage you - get in touch with us and we promise to get back to you.
**Disclaimer**
For this position, we're focusing on candidates located primarily in Zagreb (Croatia). arenaflex LLC is an equal opportunity employer committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organization, from hiring to the end of your business relationship with us. Accordingly, this job advertisement is equally applicable to all people and arenaflex will make a hiring decision based solely on qualifications, merit, and business needs. We prohibit discrimination of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws, as well as our internal policies and culture.
For detailed information on how we process personal data, please read our Privacy Policy https://arenaflex.com/privacy-policy/ or reach out to our Data Protection Officer at
[email protected].
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