Experienced SaaS Customer Support Representative – Deliver Exceptional Experiences for arenaflex Customers

At arenaflex, we're on a mission to revolutionize the way companies manage their workforce compliance. Our cutting-edge technology has helped numerous organizations reduce risk, save costs, and create safer work environments. As we continue to expand globally, we're seeking a talented and dedicated SaaS Customer Support Representative to join our team. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you.

About arenaflex

arenaflex is a multi-award-winning workforce compliance software company that's making a significant impact in the industry. Our innovative solutions have earned us a reputation for excellence, and we're committed to continuing this momentum. With offices worldwide, we're a dynamic and fast-paced organization that's always looking for talented individuals to join our team.

Your Role

As a SaaS Customer Support Representative at arenaflex, you'll play a critical role in providing exceptional support to our customers and their workforce. Your primary responsibility will be to resolve customer queries, concerns, and issues in a timely and professional manner. You'll work closely with our internal teams to ensure that customer issues are addressed promptly and efficiently.

Key Responsibilities

* Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements

• Perform daily ticket hygiene; review ticket updates and follow through with relevant stakeholders to help expedite ticket resolution
• Resolve customer issues and complaints diplomatically and effectively and per our service level agreements and policies and procedures
• Apply time management and prioritization according to the Prompt Response SLA
• Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer
• Accurately record all customer interactions in the CRM in accordance with standard operating procedures
• Maintain a thorough understanding and knowledge of the arenaflex platform and services
• Meet or exceed performance goals and customer satisfaction targets

Development Objectives

At arenaflex, we're committed to helping our team members grow and develop their skills. Here are some of the development objectives you can expect to achieve in this role:

• 0-3 Months:

+ Build internal relationships with your support teammates, onboarding and key account officers + Develop an intimate understanding of the product and range of use cases + Become proficient in the tools and systems required to perform the role to the expected level

• 3-6 Months:

+ Participate in cross-skilling exercises to broaden your understanding of the product and services of arenaflex + Start to review and participate in complex ticket resolution processes

• 6 – 12 Months:

+ Participate in upskilling exercises to broaden your professional skills + Attain a proficient level in resolving Simplex Tickets + Help and support a new hire CSR as a learner mentor + Provides input and ideas for process improvements + Becomes proficient in solving simplex tickets and achieves a consistently outstanding overall performance rating

Our Ideal arenaflexer

We're looking for a talented and dedicated individual who is passionate about delivering exceptional customer experiences. Here are some of the key qualities we're looking for:

• Minimum of 2 years of experience in a SaaS/software customer support role
• Good command of oral and written English
• Strong analytical and problem-solving skills
• Good psychological well-being and demeanor
• Graduate in Information Technology and any other related degrees is an advantage
• Willingness to report to work onsite at our office in Cebu IT Park

Life at arenaflex

At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and growth of our team members. Here are some of the benefits and perks you can expect:

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary!
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent

Our Company Values

At arenaflex, we're guided by a set of core values that shape our culture and behavior. Here are some of the values that we live by:

• Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
• Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
• Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
• Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you. Apply now to join our team and be a part of the arenaflex journey! Apply for this job