At arenaflex, we're revolutionizing the way communities connect and interact with each other through our innovative neighborhood news feed, Soofa. As a woman-founded MIT startup, we're passionate about making cities smart, social, and sustainable. We're now seeking a highly skilled Customer Support Specialist to join our team and provide our customers with an unparalleled user experience.
**About arenaflex**
arenaflex is a dynamic and forward-thinking company that's changing the face of urban living. Our mission is to empower communities to thrive through cutting-edge technology and innovative solutions. With a strong focus on talent development and caring personally, we're committed to creating a work environment that's inclusive, supportive, and stimulating.
**The Role**
As our first in-house Customer Support Specialist, you'll play a critical role in ensuring that our customers receive the highest level of support and service. You'll be responsible for implementing customer support processes, assessing support statistics, and providing timely and accurate responses to customer queries via chat, email, or phone. Your expertise will help identify customer needs, facilitate feature requests, and drive product improvements.
**Key Responsibilities**
* Implement customer support processes to enhance customer satisfaction
* Assess support statistics and prepare detailed reports on your findings
* Respond to customer queries in a timely and accurate way, via chat, email, or phone
* Identify customer needs and help customers use specific features
* Share feature requests and feedback with arenaflex's product, sales, and marketing teams
* Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
* Update our internal databases with information about technical issues and useful discussions with customers
* Monitor customer complaints on social media and reach out to provide assistance
* Spread the arenaflex Love by following up with customers to ensure their technical issues are resolved
**Requirements**
**Qualifications**
* 3+ years' experience as a Customer Support Specialist or similar highly technical CS role
* Familiarity with our industry is a plus
* Experience using help desk software and remote support tools
**Candidate Characteristics**
* Top-notch oral, written, and interpersonal abilities
* Well-developed arbitration skills with the ability to remain open-minded and objective
* Capacity to accept and utilize constructive criticism
* Excellent problem-solving skills
* Comfortable learning new software
* Self-driven and able to independently handle multiple tasks at the same time
* Strong analytical skills
**Bonus Points For**
* Experience using Freshdesk
* Familiarity in the smart cities space and/or working with municipalities as a customer category
**Benefits**
* Best of both worlds: arenaflex's Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from anywhere
* Generous healthcare, dental, vision, and parental leave packages
* Free short- and long-term disability and life insurance
* Flexible PTO
* Dog-friendly office
* Virtual and in-person team events
* Company culture focused on talent development and caring personally
**Why Join arenaflex?**
* Be part of a dynamic and innovative company that's changing the face of urban living
* Work with a talented team of professionals who are passionate about making a difference
* Enjoy a comprehensive benefits package that supports your well-being and career growth
* Take advantage of flexible work arrangements and a dog-friendly office
* Participate in virtual and in-person team events that foster collaboration and creativity
**arenaflex is an Equal Opportunity Employer**
We're committed to creating a diverse and inclusive work environment that welcomes and values individuals from all backgrounds. We do not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional user experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your relevant experience and qualifications.