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**Experienced Customer Support Specialist – Virtual Career Center Support**
At arenaflex, we're on a mission to empower individuals to realize their full potential by providing innovative career services and support. Our All-In-One Virtual Career Center is designed to revolutionize the way institutions and individuals approach career development, and we're looking for a talented Customer Support Specialist to join our team. As a Support Specialist at arenaflex, you'll play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You'll work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. **About arenaflex** arenaflex is a mission-driven organization that puts people first. We're a fully remote team with a physical office in Cambridge, MA, and we're committed to creating a fun and collaborative culture that encourages mobility and flexibility. Our team is passionate about improving access to career services and supporting individuals throughout their careers. We're backed by leading technology investors and are dedicated to making a positive impact in the education and career development space. **Job Responsibilities** As a Customer Support Specialist at arenaflex, you'll be responsible for: * Providing email support to arenaflex customers via our internal ticket queue * Resolving general questions, completing platform configuration, and setting up integrations on clients' behalf * Troubleshooting and escalating issues to relevant functional teams or account owners * Configuring fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and managing .csv imports * Maintaining high standards for response and resolution times, ensuring user satisfaction * Collaborating with the Support Team to share trends, insights, and improve the overall user experience * Reviewing documentation and flagging opportunities for additional internal and external, client-facing documentation * Maintaining a standard level of excellence regarding response times, resolution times, and the quality of the client support experience **Overall Volume** You can expect to handle approximately 30-40 tickets per day, providing timely and effective support to our customers. **Competencies/Required Skills** To succeed in this role, you'll need: * The ability to follow directions accurately and efficiently * Excellent verbal and written communication skills * The ability to work independently and as part of a team * A willingness to learn and ask questions * Strong help desk skills with a focus on resolving user issues promptly * High attention to detail and the ability to "read between the lines" of customer requests * A willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently * Experience configuring fields in an admin console within a SaaS product * Experience with DNS, SSO, .csv imports, and spreadsheets * The ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue **Bonus Skills** While not required, the following skills are a plus: * Familiarity with reputed company Service Queue or similar support platforms * Knowledge of WordPress or previous experience using arenaflex * Previous experience in an Enterprise SaaS Customer Support team **Compensation** We offer a competitive hourly rate of $30-$40 per hour, depending on experience. **What We Offer** At arenaflex, we care deeply about our people and are committed to creating a positive and inclusive work environment. We offer: * Competitive compensation and benefits * Participation in a generous employee equity stock option program * A wide range of employee benefits * A commitment to being an equal opportunity employer * A fun and collaborative culture that encourages mobility and flexibility **Disability Accommodation** If you require additional assistance at any point in the application and interview process, please contact growthops@gouconnect.com. **How to Apply** If you're passionate about delivering exceptional customer support and want to join a mission-driven team, please apply through our website. We can't wait to hear from you!
