Job Description
Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex, a global leader in data-intelligence software, as an Experienced Customer Support Analyst. At arenaflex, we empower professionals in academia and business to collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. Our cutting-edge software helps them do it all smarter, better, and faster! As a key member of our global support team, you will play a vital role in delivering high-quality customer support, ensuring our users get the most out of our products. **About arenaflex** arenaflex is a global company that develops powerful data-intelligence software, trusted by academic and corporate professionals worldwide. Our research, decision-making, and organizational tools help users create impactful insights from their most complex data, enabling them to work more efficiently and make informed, confident decisions. With a diverse, global team of experts in their fields and dedicated professionals building best-in-field software, we're passionate about the customers we serve, the products we create, and the problems we solve. **The Role** As an Experienced Customer Support Analyst, you will be responsible for delivering efficient and high-quality customer support for arenaflex's suite of products. You will work closely with our global support team to provide Level 1 & 2 technical and functional support via email, chat, phone, and social media channels. Your excellent communication skills and technical abilities will make you a trusted resource for our customers, guiding them through best practices, answering "how to" questions, and/or troubleshooting technical issues as required. **Key Responsibilities** * Provide Level 1 & 2 technical and functional support for arenaflex's suite of products via email, chat, phone, and social media channels. * Ensure confidentiality of user data is always maintained in accordance with internal processes and procedures. * Be involved in testing and documentation before a product or patch is delivered to customers. * Predict Installation and integration/Bug Testing/Troubleshooting: + Scope, prepare, execute, and document installations and technical configurations of arenaflex's software offering. + Work on customer premises or in the cloud. + Maintain, enhance, and use change requests, work plans, and installation documents. + Configure arenaflex's optional modules and integrations, e.g., Single Sign On, API interfaces, email servers. + Install and maintain arenaflex's Predict! environments. + Technical consultancy, for example, helping customers to leverage the Predict! API. * Customer Support: + Use arenaflex's support case management processes and systems. + Own and manage tickets to trouble-shoot and solve technical issues. + Provide second-line helpdesk support, including on-site or via screen shares where appropriate. + Identify and log potential improvements to the software, technical workarounds, or make technical documentation updates. * Customer success: + Maintain full familiarity with Predict!'s architecture, installation process, possible technical configurations, and integrations. + Provide customers and internal stakeholders with accurate and timely technical information. + Support the Sales & Marketing team to answer technical questions in bids or in producing marketing material for technical services. + Escalate matters, issues, opportunities, successes, and failures, within and across arenaflex's teams. **Required Skills and Experience** * Problem Solver; Multi-tasker * 3+ year experience working in a Technical Customer Support or Software Support role * Windows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately. * Strong ability to work with precision and attention to detail. * Knowledge of Microsoft Windows and macOS Operating systems * Mac and Windows OS familiarity * Strong Listening and Communication Skills * Security clearance will be required for this post and will be arranged by arenaflex. **Preferred Skills and Experience** * Experience or knowledge of Cloud-based technologies and API communication issues * Experience with data privacy regulations HIPAA and GDPR preferred. * Salesforce CRM experience * Advanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems. **Benefits** * Annual base salary is 68,000 - 75,000 CAD depending on qualifications. * An annual performance-based bonus to recognize personal excellence. * Annual tech stipend to get what you need to do your best work. * Flexible, remote-first work environment and a diverse, global team. * Opportunities for career advancement as arenaflex grows. **Additional Information** At arenaflex, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. arenaflex empowers them to do it all smarter, better, and faster! Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We're passionate about the customers we serve, the products we create, and the problems we solve. arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment. arenaflex is an E-Verify Employer. You can review the E-Verify Poster. arenaflex is committed to supporting individuals requiring accommodation in the application process. If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply to this exciting opportunity. Join arenaflex's global support team and help transform our world with powerful insights! Apply for this job