Job Description
- *Unlock Your Potential in a Dynamic and Global Community** Are you a customer support expert with a passion for Spanish language expertise? Do you thrive in a fast-paced environment where no two days are the same? Look no further than arenaflex, a cutting-edge cloud-based platform empowering businesses to elevate their digital presence and drive growth. **About arenaflex** arenaflex is a global leader in the marketing and sales platform space, supporting over 2 million businesses across industries. Our platform processes over 15 billion API hits and handles more than 2.5 billion message events every day, managing 470 terabytes of data distributed across five databases, operating with a network of over 250 microservices, and supporting over 1 million domain names. **Our People** With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We're building more than software; we're building a global community rooted in creativity, collaboration, and impact. Our culture is built on innovation, idea celebration, and people-first principles, where everyone has a voice and a chance to make a difference. **Our Impact** Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark – and we get to help make that happen. **Join Our Team** As a Senior Customer Support Specialist at arenaflex, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. You'll work alongside our Customer Support Representatives to resolve on-demand inbound support requests, handle escalated outbound & scheduled calls with customers, and review and manage escalated tickets. **Key Responsibilities:** * Specialized subject matter expert and escalation resource within the Support organization * Assist Customer Support Representatives (L1) with on-demand live inbound support requests * Handle escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases * Review, manage, and resolve escalated tickets covered within the SCSS Product Area(s) * Conduct appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution * Ensure all applicable internal & external stakeholders are fully informed throughout the resolution process * Fully document client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required * Continually assess support processes to identify potential improvements * Attend product team meetings and sprint reviews regularly * Submit knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3) * Submit major bug information drafts within their associated product group(s) to Support Product Managers * Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications **What You'll Bring:** * BA/BS in Computer Science or equivalent combination of education and experience * Excellent oral and written communication skills as it relates to technical and product concepts * 2-3 yrs. experience with inbound and outbound phone calls for technical troubleshooting * 2-3 yrs. experience in Client Relations and technical customer support required * Demonstrates a proactive motivation to solve tough technical problems * Ability to work independently and as part of a team * Outstanding attention to detail and personal organization * Must be self-motivated and know when to escalate or seek guidance * Able to accomplish a wide variety of tasks in a fast-paced environment * Ability to diagnose, troubleshoot, and resolve issues over the phone, email, or chat * Comfortable conversing over live Zoom and Phone conversations is a requirement * Superior customer service skills * Outstanding analytical and problem-solving skills * Strong interpersonal skills * Ability to explain complex technical concepts **Additional Information:** * Equal Employment Opportunity Information: arenaflex is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. **What We Offer:** * Competitive salary and benefits package * Opportunity to work with a global and growing community of over 2 million businesses * Collaborative and dynamic work environment * Professional development and growth opportunities * Flexible work arrangements and remote work options * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **Ready to Join the arenaflex Team?** If you're a customer support expert with a passion for Spanish language expertise, we want to hear from you! Apply now to become a part of our dynamic team and help us deliver exceptional customer experiences to our global community. Apply for this job