Experienced Tier 2 Customer Support Analyst – Delivering Exceptional Service and Building Trust with arenaflex Customers

Welcome to arenaflex At arenaflex, we're revolutionizing the way businesses manage expenses with our cutting-edge, forward-looking technology. Our innovative solution simplifies the expense management process, eliminating the need for tedious reporting, reducing processing time, and providing real-time insights to drive cost savings and informed decision-making. We're a hyper-growth SaaS company backed by the co-founder of Concur, and we're committed to creating an environment that fosters growth, collaboration, and exceptional customer experiences. Our Culture and Values At arenaflex, we believe that great businesses are built by people who share common values. We're passionate about invention, dedicated to our customers, and operate with integrity, care, and respect for one another. Our team is intellectually curious, accountable, and values teamwork and collaboration. We're a distributed workforce with amazing workspaces in Bellevue, WA, and Minneapolis, MN, and we're looking for talented individuals to join our dynamic team. Job Overview As a Tier 2 Customer Support Analyst at arenaflex, you will be 100% focused on delivering exceptional service and building trust with our customers. You will engage with customers through various channels, including phone, video, chat, email, and case notifications, to provide timely and effective solutions to their needs. We're seeking an empathetic and dedicated professional who is passionate about listening to customers, troubleshooting issues, and providing urgent support. Key Responsibilities Field incoming requests and system events from users Engage with customers via phone, email, chat, and case response Actively listen to customer needs related to incidents or issues and troubleshoot to determine the root cause of the problem Quickly develop and introduce a solution to the problem Maintain detailed notes and documentation for each support incident in the ticketing system Internally escalate issues to other departments (Product, Engineering, or Account Management) when necessary Be an advocate for the customer and build trust in every interaction Partner with internal and external parties to find solutions for customers Assist customers in implementing solutions Meet all Service Level Agreements (SLAs) in a timely manner through a self-driven mindset and deliver on promises to customers Provide exemplary customer service and display a sense of urgency and accountability for customer requests Presentation of complex ideas in a clear, organized, and professional manner, both written and verbal Identify customer needs using common characteristics, use cases, and best practices Demonstrate empathy and responsibility towards the customer's experience Assist in building a scalable Support organization Create, edit, and publish knowledge base articles that cover common requests and solutions Partner with the Product/Engineering team for suggested product and process enhancements for known issues or high-volume requests Be creative with workarounds and best practices based on limitations of the product Assist in creating processes and documents for onboarding new Support Analysts Essential Qualifications Bachelor's degree in Business or Information Technology or equivalent work experience Minimum 3+ years of multi-channel service/support experience Effective oral and written communication skills Strong troubleshooting skills Knowledge of cloud products and services Proficient in the use of Microsoft Office suite of software Able to multi-task and effectively manage competing priorities Credit Card/Payment experience is a plus Preferred Qualifications Experience working in a fast-paced, dynamic environment Familiarity with customer support software and ticketing systems Knowledge of expense management and financial systems Experience working in a SaaS company or similar industry Skills and Competencies Excellent communication and interpersonal skills Strong problem-solving and analytical skills Ability to work in a team-oriented environment Adaptability and flexibility in a rapidly changing environment Strong attention to detail and organizational skills Ability to prioritize tasks and manage multiple projects simultaneously Career Growth and Learning Opportunities At arenaflex, we're committed to the growth and development of our employees. As a Tier 2 Customer Support Analyst, you'll have the opportunity to learn and grow with our company, developing new skills and expertise in customer support, expense management, and financial systems. You'll work closely with our experienced team, including Product, Engineering, and Account Management, to stay up-to-date on the latest industry trends and best practices. Work Environment and Company Culture At arenaflex, we pride ourselves on our collaborative and dynamic work environment. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a workplace that is inclusive, supportive, and fun. We offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a comprehensive compensation package. Compensation and Benefits We offer a competitive compensation package, including a salary range of $65,000 - $72,500 per year, plus up to 8% bonus and equity. Our benefits package includes a Self-Managed PTO plan, 9 Paid Holidays, Paid Parental Leave, Commuter Stipend, and comprehensive health care benefits, including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter, and 401(k). Conclusion If you're a motivated and customer-focused individual who is passionate about delivering exceptional service and building trust with customers, we encourage you to apply for the Tier 2 Customer Support Analyst role at arenaflex. Join our dynamic team and be part of a company that is revolutionizing the way businesses manage expenses. Apply now and take the first step towards an exciting and rewarding career with arenaflex! Apply for this job