At arenaflex, we're revolutionizing the way lawyers practice law with our cutting-edge suite of legal practice software solutions. As a Customer Support Specialist, you'll be the voice of our customer, working closely with clients to resolve inquiries, identify bugs, and provide exceptional support. If you're passionate about delivering top-notch customer experiences and thrive in a fast-paced, dynamic environment, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of legal practice software solutions, empowering lawyers across the globe to manage, automate, and grow their firms. With over 50,000 lawyers using our products in 170 countries, we're committed to building the best legal technology products in the world. Our suite of solutions includes PracticePanther, Bill4Time, MerusCase, and LollyLaw, as well as payments and accounting solutions powered by Headnote and TrustBooks.
**Job Summary**
As a Customer Support Specialist at arenaflex, you'll be responsible for providing high-level support to our clients via phone, chat, and email. You'll work closely with our product and development teams to identify and resolve client issues, establish customer relationships, and improve client retention. If you're a patient, empathetic, and tech-savvy individual with excellent communication skills, we encourage you to apply.
**Key Responsibilities**
* Provide high-level support to clients via phone, chat, and email, resolving inquiries and issues in a timely manner
* Identify and diagnose bugs, working with our development team to resolve issues and improve our products
* Establish and maintain strong customer relationships, improving client retention and satisfaction
* Communicate customer issues and requests to our development team, ensuring that client needs are met
* Work with our latest cloud support systems, including Intercom, Salesforce, JIRA, and G Suite
* Collaborate with other departments to ensure seamless customer experiences
* Perform other duties as assigned, contributing to the growth and success of arenaflex
**Qualifications**
* 2+ years of customer support experience, preferably in a SaaS environment
* 2+ years of experience working with cloud-based support systems, such as Intercom, Salesforce, and JIRA
* Knowledge of the legal industry is advantageous, but not required
* Proficiency in Salesforce, Intercom, JIRA, and G Suite is required
* Strong interpersonal skills, with the ability to work collaboratively with different departments
* Excellent verbal and written communication skills, with the ability to communicate complex technical information to clients
* Data-driven individual, with the ability to analyze and resolve issues
* Self-motivated, diligent, and able to inspire others
* Comfortable with technology and learning new software
* Ability to handle escalated customer issues and provide exceptional support
**Ideal Candidate**
* Patient, empathetic, and able to communicate effectively with clients
* Data-driven individual, with the ability to analyze and resolve issues
* Strong interpersonal skills, with the ability to work collaboratively with different departments
* Excellent verbal and written communication skills, with the ability to communicate complex technical information to clients
* Self-motivated, diligent, and able to inspire others
* Comfortable with technology and learning new software
* Ability to handle escalated customer issues and provide exceptional support
**Why Join arenaflex?**
* Competitive salary and benefits package, including 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants
* Remote working flexibility, with the option to work from home or a designated arenaflex office
* Budget for home office improvements, ensuring that you have the tools and resources you need to succeed
* Company culture that encourages work-life balance, with bi-annual company retreats and other fun activities to bring our team together
* Opportunity to work with a leading provider of legal practice software solutions, making a real impact on the lives of lawyers and their clients
**What We Offer**
* Competitive salary and benefits package
* Remote working flexibility
* Budget for home office improvements
* Company culture that encourages work-life balance
* 100% paid PPO medical, vision, and dental insurance
* 401k matching
* Equity grants
* Bi-annual company retreats and other fun activities to bring our team together
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
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