Job Description
At arenaflex, we're revolutionizing the way professionals make informed decisions with our cutting-edge AI-driven market intelligence platform. As a leading provider of market insights to the world's most sophisticated companies, we're seeking an exceptional Customer & Product Support Associate to join our growing team. This role is an exciting opportunity to marry technical knowledge with a deep understanding of our users, driving maximum value from our platform and shaping the future of our product. **About arenaflex** arenaflex is a pioneering company that empowers professionals to make smarter decisions through AI-driven market intelligence. Our platform is built on proven AI, delivering insights that matter from content you can trust. With a universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content, we're trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, arenaflex is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. **About the Team** Our Customer & Product Support (C&PS) team sits at the intersection of sales, customer success, and technical support. We drive positive customer outcomes and ensure seamless access and optimal utilization of arenaflex's market-leading platform and products. Through close teamwork and collaboration, we're committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses. Our team is based globally across the US, UK, India, and Singapore. **About the Role** We're looking for an experienced Customer & Product Support Associate to join our growing C&PS team. This role marries technical knowledge of our solution with a deep understanding of our users, across all segments and business units. As a key partner to Product and Engineering, you'll have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests. You'll identify product opportunities and convey that information to the correct product groups or within specific ongoing initiatives. **Key Responsibilities** * Deliver a world-class customer experience: + Act as the first line of defense and a point of escalation for the wider Support team in addressing complex customer inquiries and resolving technical issues. + Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions. + Identify commonly asked questions to drive better documentation, help center articles, or in-app tours. + Partner with Customer Education on live training, answering queries, and owning the chat function within each session. * Provide impeccable customer support: + Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed. + Escalate tickets to appropriate teams when needed and retain a position as the customer's point person through regular updates and confirming resolution. * Act as a key partner to Product and Engineering: + Have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests. + Identify product opportunities and convey that information to the correct product groups or within specific ongoing initiatives. + Use knowledge of the platform to qualify, triage, repackage debugging steps, and communicate effectively to technical teams to ensure customer inquiries are accurately represented and on a swift path to resolution. + Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate. + Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information. * Be an expert on our product and continuously build your knowledge: + Be an expert on the arenaflex product by proactively learning, staying up-to-date on new features, and filling any gaps in your knowledge. + Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the arenaflex product and team processes. + Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on your expertise. + Lead on new features for beta by testing, giving feedback, and acting as an expert for the Support team. **Essential Qualifications** * 3 or more years of experience working in a client/product support role. * Customer-first mindset and enjoy working through complex problems to find solutions. * Thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it's needed. * Dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise. * Strong communicator with an innate ability to distill and explain complex issues in simple terms. * Curious, proactive, and possess a continuous improvement mindset with the ability to learn quickly and adapt. * Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure. * Interest in AI, technology, and software applications. **Preferred Qualifications** * Experience working with AI-driven market intelligence platforms. * Knowledge of customer success and technical support principles. * Familiarity with arenaflex's product and services. * Experience in a fast-paced, dynamic environment with multiple priorities and deadlines. **What We Offer** * Competitive salary and benefits package. * Opportunities for career growth and professional development. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Access to cutting-edge technology and tools. * Flexible work arrangements and work-life balance. **How to Apply** If you're a motivated and customer-focused individual with a passion for AI-driven market intelligence, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We look forward to hearing from you! **EEO Statement** arenaflex is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling arenaflex's commitment to equal employment opportunity. arenaflex does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at arenaflex, including recruitment, hiring, training, advancement, and termination. **Recruiting Scams and Fraud** We at arenaflex have been made aware of fraudulent job postings and individuals impersonating arenaflex recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: * arenaflex never asks candidates to pay for job applications, equipment, or training. * All official communications will come from an @arenaflex.com email address. * If you're unsure about a job posting or recruiter, verify it on our Careers page. * If you believe you've been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of arenaflex, please contact us. Your security and trust matter to us. Apply for this job