Experienced Customer Support Specialist – Remote Opportunity at arenaflex

At arenaflex, we're revolutionizing the way lawyers practice law with our cutting-edge suite of legal practice software solutions. Our mission is to empower lawyers across the globe to manage, automate, and grow their firms more efficiently. As a Customer Support Specialist at arenaflex, you'll play a vital role in delivering exceptional customer experiences, resolving inquiries, and driving client satisfaction.

About arenaflex

arenaflex offers a comprehensive suite of products, including PracticePanther, Bill4Time, MerusCase, and LollyLaw, in addition to payments and accounting solutions powered by Headnote and TrustBooks. Our products cater to the diverse needs of lawyers across various practice areas, geographies, and business models. With a team of passionate and dedicated professionals, we're committed to building the best legal technology products in the world.

Job Summary

We're seeking an experienced Customer Support Specialist to join our remote team. As a key member of our support team, you'll be responsible for communicating with clients to resolve inquiries in a timely and professional manner. You'll work closely with our product and development teams to identify bugs, relay customer feedback, and mitigate client requests and issues.

Key Responsibilities

As a Customer Support Specialist at arenaflex, your primary responsibilities will include:

• Providing high-level support via phone, chat, and email to resolve client inquiries and issues
• Identifying and resolving client concerns in a timely and professional manner
• Establishing and maintaining strong customer relationships to improve client retention
• Diagnosing bugs and communicating customer issues and requests to our development team
• Working with the latest cloud support systems, including Intercom, Salesforce, JIRA, and G Suite
• Collaborating with cross-functional teams to resolve complex customer issues
• Participating in ongoing training and professional development to stay up-to-date with industry trends and arenaflex products
• Performing other duties as assigned by management

Work Schedule

Our Customer Support Specialists work a standard 9-hour shift, with the following schedule options:

• 10 am – 7 pm EST (Monday – Friday)
• 9 am – 6 pm CST (Monday – Friday)
• 7 am – 4 pm PST (Monday – Friday)

Qualifications

To succeed as a Customer Support Specialist at arenaflex, you'll need:

• 2+ years of customer support experience in a SaaS environment
• 2+ years of experience working with cloud-based support systems, including Intercom, Salesforce, JIRA, and G Suite
• Knowledge of the legal industry is advantageous, but not required
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work collaboratively with different departments and stakeholders
• Strong technical skills, including proficiency in Microsoft Office and Google Suite
• Ability to handle escalated customer issues and provide solutions in a timely manner
• Self-motivated, diligent, and able to inspire others
• Excellent verbal and written communication skills
• Organized, detail-oriented, and able to manage multiple tasks and priorities

Ideal Candidate

We're looking for a customer-focused individual who is:

• Patient, empathetic, and has great communication skills
• Data-driven and able to analyze customer issues and trends
• Strong interpersonal skills to work collaboratively with different departments
• Comfortable with technology and learning new software
• Able to handle escalated customer issues and provide solutions in a timely manner
• Self-motivated, diligent, and able to inspire others
• Excellent verbal and written communication skills
• Organized, detail-oriented, and able to manage multiple tasks and priorities

Why Join arenaflex?

At arenaflex, we offer a dynamic and supportive work environment that encourages work-life balance, professional growth, and collaboration. As a Customer Support Specialist, you'll enjoy:

• Competitive salary and benefits package
• Paid vacation, sick, and parental leave
• Remote working flexibility and budget for home office improvements
• 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants
• Bi-annual company retreats and fun activities to bring our team together (physically or virtually)
• Opportunities for professional growth and development in a fast-paced and ambitious environment
• A company culture that values diversity, equity, and inclusion

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you'd be a great fit for this role. Apply for this job