Experienced Full Stack Customer Support Specialist – Policy and Online Learning Solutions
At arenaflex, we're on a mission to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today's challenges and keep first responders coming home safely at the end of each shift. We're looking for an experienced and skilled Customer Support Specialist to join our team and help us achieve our mission.
About arenaflex
arenaflex empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training, and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1, and Gov1. arenaflex serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities.
Job Summary
We're seeking an experienced Customer Support Specialist to join our team and provide exceptional support to our customers. As a Customer Support Specialist, you will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. You will also take ownership of software incident management and be a subject matter expert for our online learning solutions. This is a remote, US-based position, and candidates must already live in the United States.
Key Responsibilities
* Provide responsive support to first responder clients via phone, email, and chat
- Troubleshoot technical issues and document and categorize support tickets
- Monitor feedback and trends for cross-departmental collaboration
- Take ownership of software incident management and be a subject matter expert for our online learning solutions
- Troubleshoot and bug triage for the online learning platform from verification and replication through the submission of tickets through our Jira project management system
- Communicate with customers to resolve issues and provide tips to resolve problems
- Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way
- Frequently attend Product Update calls to improve knowledge and performance level
- Improve platform performance by identifying problems and recommending changes
Requirements
* 2 years of experience in software or SaaS technical support or a related customer support field
- Minimum of one year of Salesforce experience
- Professional verbal and written communication skills
- Ability to provide superior customer service
- Desire to grow within the company
- Work well in a team environment
- GED/High School Diploma
- Good job stability
Preferred Experience
* Experience with a content management platform: you have provided customer support for a content management platform
- First responder experience or background working with first responders or working in the first responder software industry is a definite plus
Target Outcomes/Target Results
* Improve customer experience
- 10-20 customer issues resolved on a daily basis
- Maintain an exceptional customer satisfaction (CSAT) score
- Minimize average handle time
- Maximize first call resolution percentage
Employee Value Proposition
* The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
- arenaflex is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company.
- Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership
- Good work/life balance for our team members.
- Collaborative team effort in which we support and assist each other.
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment.
- Opportunity to be a change agent in a continually evolving company.
- Health Insurance, Education benefits, and 401k
The Environment
* Our team is highly productive and works with urgency every day to serve the needs of public safety professionals.
- Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team.
- We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential.
- Collaborative team effort in which we support and assist each other.
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment.
- Opportunity to be a change agent in a continually evolving company.
- Health Insurance, Education benefits, and 401k
Compensation and Benefits
arenaflex offers a competitive base salary, monthly, quarterly, or annual incentive, and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour which equivocates to $49,920 per year.
How to Apply
If you're a motivated and experienced Customer Support Specialist looking for a new challenge, please submit your application through our website. We can't wait to hear from you!
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer (EOE) and is committed to diversity, equity, and inclusion in the workplace. We welcome applications from diverse candidates and are an affirmative action employer. Apply for this job