**Experienced Customer Support Specialist – Tock Application Management**

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Specialist to join our team and lead the way in providing top-notch support for our Tock application. **About arenaflex** At arenaflex, we're a global and diverse community of colleagues united by a shared commitment to backing our customers, communities, and each other. We believe that with the right backing, people and businesses have the power to progress in incredible ways. Our company values are built on the promise of access and unforgettable experiences, and we're dedicated to upholding these values every day. **The U.S. Consumer Services Team** The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining businesses, and best-in-class marketing programs across customer, prospect, and partner channels. Our mission is to make membership an indisputable competitive advantage and help each other become better leaders every day. **The American Express Global Dining Team** The American Express Global Dining team sits within the USCS organization. Our mission is to connect the world's best restaurants with the world's best customers through a trusted and innovative global Software as a Service (SaaS) platform, built on the promise of access and unforgettable experiences. **About the Role** As a Customer Support Specialist on our Tock application management team, you'll be responsible for providing best-in-class technical support to our customers via email, phone calls, chat messaging, and virtual training sessions. You'll be the customer-facing point of contact, representing Tock's brand and setting proper customer expectations. Your primary responsibilities will include: * **Support Queue Time**: Assist customers with technical questions in real-time via email, phone calls, and chat messaging, as scheduled. * **Maintain Open Communication**: Ensure incidents are accurately reported to management, and documented for customers. Collect and share customer feedback with internal teams and identify opportunities for product and process improvements. * **Project Time**: Complete designated tasks within the expected timeframe provided and ensure that time spent on projects each day is accurately logged into the Salesforce project record. * **Principal Support Queue Time Responsibilities**: Reproduce and troubleshoot software and data issues in test environments and by using all other available programs and resources. Manage the escalation of incidents in a timely and efficient manner, following established guidelines and protocols. * **Principal Communication Responsibilities**: Provide regular two-way communication between the customer and Tock leaders, to provide strong team representation and set proper customer expectations. Collaborate with internal teams such as Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales to ensure customer satisfaction. * **Principal Project Time Responsibilities**: Keep project team informed of progress, such as foresight on whether or not the expected timeframe can be met. Ensure that you understand the priority of the project as it relates to day-to-day responsibilities. **Essential Qualifications** * 2+ years of experience in a customer support role, preferably in a software as a service (SaaS) environment. * Excellent communication and interpersonal skills, with the ability to interact with customers, colleagues, and management in a professional and courteous manner. * Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues and provide effective solutions. * Ability to work in a fast-paced environment, with multiple priorities and deadlines. * Strong organizational and time management skills, with the ability to manage multiple projects and tasks simultaneously. * Proficiency in Salesforce, with experience in using the platform for customer support and project management. **Preferred Qualifications** * Experience working with Tock or similar SaaS platforms. * Knowledge of software development and testing methodologies. * Experience with project management tools and methodologies. * Certification in customer support or a related field. **Skills and Competencies** * Excellent communication and interpersonal skills. * Strong problem-solving and analytical skills. * Ability to work in a fast-paced environment, with multiple priorities and deadlines. * Strong organizational and time management skills. * Proficiency in Salesforce. * Ability to work independently and as part of a team. * Strong attention to detail and ability to maintain accurate records. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our colleagues grow and develop their careers. We offer a range of training and development programs, including: * **Career Development**: We offer a range of training and development programs to help you grow and develop your career. * **Mentorship**: We pair you with a mentor who can provide guidance and support throughout your career. * **Networking Opportunities**: We offer a range of networking opportunities to help you connect with colleagues and industry leaders. * **Learning and Development**: We offer a range of learning and development programs to help you stay up-to-date with the latest industry trends and technologies. **Work Environment and Company Culture** At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We offer a range of benefits and programs to help you thrive, both personally and professionally. These include: * **Flexible Working Model**: We offer a flexible working model that allows you to work from home, in the office, or in a hybrid arrangement. * **Comprehensive Benefits**: We offer a comprehensive benefits package, including medical, dental, vision, life insurance, and disability benefits. * **Paid Time Off**: We offer a generous paid time off policy, including vacation, sick leave, and holidays. * **Wellness Programs**: We offer a range of wellness programs, including fitness classes, meditation sessions, and access to on-site wellness centers. **Compensation, Perks, and Benefits** We offer a competitive salary range of $20.00 to $33.65 hourly, plus bonus and benefits. Our benefits package includes: * **Competitive Base Salary**: We offer a competitive base salary that reflects your experience and qualifications. * **Bonus Incentives**: We offer bonus incentives to recognize and reward your hard work and contributions. * **6% Company Match on Retirement Savings Plan**: We offer a 6% company match on our retirement savings plan to help you save for your future. * **Free Financial Coaching and Financial Well-being Support**: We offer free financial coaching and financial well-being support to help you manage your finances and achieve your financial goals. * **Comprehensive Medical, Dental, Vision, Life Insurance, and Disability Benefits**: We offer a comprehensive benefits package, including medical, dental, vision, life insurance, and disability benefits. * **Flexible Working Model**: We offer a flexible working model that allows you to work from home, in the office, or in a hybrid arrangement. * **20+ Weeks Paid Parental Leave**: We offer 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy. * **Free Access to Global On-Site Wellness Centers**: We offer free access to global on-site wellness centers staffed with nurses and doctors (depending on location). * **Free and Confidential Counseling Support**: We offer free and confidential counseling support through our Healthy Minds program. **Conclusion** If you're a customer-centric professional with a passion for delivering exceptional support experiences, we want to hear from you! Join our team and lead the way in providing top-notch support for our Tock application. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply Job! Apply for this job