If you're driven by a passion for delivering exceptional customer experiences and a commitment to excellence, this role is for you. arenaflex is seeking a highly skilled and dedicated Customer Service and Support Specialist to join our team. As a key member of our customer-facing team, you will play a vital role in providing top-notch support to our clients, ensuring their satisfaction, and driving business growth.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to empower healthcare professionals with cutting-edge technology and exceptional support, enabling them to focus on what matters most – delivering high-quality patient care. With a strong commitment to customer satisfaction, arenaflex has built a reputation for excellence, and we're looking for talented individuals like you to join our team.
**Job Summary**
As a Customer Service and Support Specialist at arenaflex, you will be responsible for providing exceptional support to our clients, resolving technical issues, and delivering outstanding customer experiences. You will work closely with our internal teams, including sales, engineering, and account management, to ensure seamless communication and resolution of client issues. Your expertise, passion for customer service, and commitment to excellence will make you an invaluable asset to our team.
**Key Responsibilities**
* Provide software support to clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
* Work to identify the root cause of clients' problems, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
* Be a support representative and consultant for various subjects related to the arenaflex platform, including the web and mobile application, iOS features, and Partner information
* Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
* Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
* Work cross-departmentally with multiple teams to find, analyze, and resolve client issues
* Represent the voice of the customer by gathering and sharing customer feedback about our products and services
* Provide recommendations to your leadership team about how to improve customer experience
* Work closely with the account management team to maintain a continuous knowledge of accounts
* Navigate through applications and company tools to research and resolve customer inquiries
* Provide excellent customer care and focus; focusing on assessing the customers' needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
* Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
* Strive to meet and go above personal and team targets and goals
**Requirements**
* 3+ years in a genuine customer-facing, internal support, or customer service role
* 3+ years troubleshooting and or technical support experience
* 1+ years in a healthcare setting
* Ability to manage a high volume of clients at any given time
* Excellent time management, project management, and organizational skills
* A positive and proactive approach to handling challenging situations
* Exceptional listening skills, with attention to detail
* Ability to prioritize tasks and carry out responsibilities with minimal direction
* Ability to work with a multicultural and virtual team
* Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy
* Excellent problem-solving and analytical skills
* Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process)
* Ability to convey technical information to a general audience
* Aptitude for learning new technologies quickly
* Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
* Experience and knowledge in Zendesk and Jira is a plus
**Benefits**
* Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
* Robust health and wellness benefits, including an annual wellness stipend
* 401k with up to a 4% match and immediate vesting
* Flexible and generous (FTO) time-off
* Employee Stock Purchase Program
**What We Offer**
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of excellence, innovation, and collaboration, where our employees can grow, learn, and thrive. As a Customer Service and Support Specialist, you'll have the opportunity to:
* Work with a talented team of professionals who share your passion for delivering exceptional customer experiences
* Develop your skills and expertise through ongoing training and professional development opportunities
* Contribute to the growth and success of a leading healthcare technology company
* Enjoy a competitive salary and benefits package
* Have the flexibility to work from anywhere, at any time, with our hybrid remote arrangement
**How to Apply**
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to welcoming you to the arenaflex family.