Job Description
At arenaflex, we're on a mission to revolutionize the childcare industry by providing innovative subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our vision is a world where all families, regardless of their income level, have access to high-quality child care. As a Customer Support Specialist with arenaflex, you'll play a vital role in delivering exceptional customer experiences and technical support to our clients across the US.
About arenaflex arenaflex is the leading provider of subsidy management software solutions to the publicly funded child care sector. Our team of industry experts has built and supported applications that streamline operations, ensure compliance with government regulations, and meet the needs of the families we serve. With hundreds of agencies using our cloud-based or mobile solutions, we're committed to empowering the childcare industry to provide the best possible care for all families. Your Role at arenaflex As a Customer Support Specialist with arenaflex, you'll be the first point of contact for our clients, providing high-quality, first-line technical support via telephone, email, chat, and personal interaction.
We're looking for enthusiastic and customer-focused individuals who are passionate about delivering exceptional support experiences. This role requires strong attention to detail, excellent communication skills, and a willingness to learn and adapt to our software solutions. Responsibilities and Duties * Answering telephone calls, emails, and chats in a fast-paced call center environment * Accurately documenting and processing customer claims in our systems * Following all required scripts, policies, and procedures * Complying with requirements surrounding confidential information and personal information * Appropriately escalating customer issues to management * Utilizing our knowledge base and training to answer customer questions accurately * Answering telephone calls promptly and in a polite and professional manner * Training end-users on how to use our software products and systems * Helping meet customer Service Level Agreements (SLAs) * Attending meetings and training sessions to stay up-to-date on changes * Ensuring first call resolution through problem-solving and effective call handling * Occasional travel may be required for conferences or to visit customer sites * Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients * This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions What We're Looking For * Bilingual, including written and verbal communication * Experience working in a support center, preferably SaaS * Experience within the childcare industry, preferably within a subsidized childcare program * Experience with arenaflex software is a huge plus!
* Strong interpersonal, writing, and verbal communication skills are essential * Excellent troubleshooting skills are vital * Teamwork is necessary * Education and experience in customer handling skills are highly desirable * Experience with CRMs * Experience with bolthires Word, Outlook, and Excel is required * Three or more years of on-the-job technical writing, training, or education experience is preferred * The ability to travel locally/nationally for up to a week at a time is required What We Offer * The ability to work from anywhere in the United States * Starting pay $20/hr, depending on experience * Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date * 401(k) retirement plan, with company match * Paid company holidays and generous PTO * Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.
Our Commitment to Diversity and Inclusion arenaflex actively embraces diversity and equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
If you're passionate about delivering exceptional customer experiences and technical support, we encourage you to apply for this exciting opportunity. Please through our website, and we'll be in touch to discuss your qualifications further. !