Experienced Data-Savvy Customer Support Representative – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way businesses analyze and report on their data. As a data-savvy Customer Support Representative, you'll play a vital role in delivering exceptional support to our rapidly growing SaaS platform. If you're passionate about problem-solving, working with data, and helping customers get the most out of their reporting tools, we'd love to hear from you!

About arenaflex

arenaflex is a fully remote company that values flexibility, allowing our team to work on schedules that maximize productivity. We're a small team of highly effective individuals working across three continents, united by our passion for innovation and customer satisfaction. Our product is a data analysis & reporting SaaS app, trusted by over 4,500 businesses. We're on a mission to provide the best tool for analyzing data from popular apps and APIs.

About the Role

We're seeking a highly skilled and motivated Customer Support Representative to join our team. This is a full-time, remote role with opportunities for growth as the company expands. As a data-savvy Customer Support Representative, you'll be responsible for delivering exceptional support to our customers, addressing their queries, and helping them get the most out of our SaaS platform.

Responsibilities

* Reading and replying to customer queries through our helpdesk tool (HelpScout) and live chat for select customers.

• Assisting customers in creating and customizing reports, including formulas tailored to their needs.
• Helping merchants schedule and set up reports in Google Sheets.
• Investigating and explaining report results, especially those related to financial data such as profit and loss statements, cash flow reports, and transaction summaries.
• Addressing feature requests, pricing inquiries, and general app usage questions.
• Record videos to demonstrate the functionality of the app that helps answer specific customer questions.
• Occasionally, you may also:

+ Write documentation about various features of the app. + Jump on phone/video calls with larger customers to educate and walk through various features (this is rare).

Required Skills

We value highly effective individuals who are passionate about their work and possess the following skills:

• Analytical Reading: You'll spend most of your time reading and replying to customer emails. You must be able to read a customer's email and understand what they are asking, not simply what they are saying.
• Intelligible Writing: Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.
• Problem-Solving: Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.
• Accounting and Financial Knowledge: Familiarity with accounting principles, such as understanding profit and loss statements, balance sheets, and other key financial metrics. Experience with QuickBooks or supporting customers in similar platforms is a significant advantage.
• Data and Numbers Enthusiast: Comfort and interest in working with data and financial reports. While deep technical knowledge isn’t required, an understanding of tools like Excel or SQL is a plus.

Preferred Skills

* Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.

• Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.
• Familiarity with QuickBooks or similar accounting platforms.

Working Remotely

* Comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.

• Proactive self-starter, capable of working independently with minimal supervision.
• Available and online during US working hours (North or South America time zones), with regular communication through chat and email.
• Strong written communication skills for both internal and external use.
• You will join our team as an independent contractor/sole proprietor and will be responsible for managing your own taxes.

What You Can Expect From Us

* Dedicated onboarding with screen-sharing sessions with team members.

• A supportive team with a transparent, public-by-default communication culture.
• Flexible work schedule with regular check-ins to track your progress.
• Fair compensation based on your skills and location.
• 25 days of paid leave annually + paid sick leave.
• A startup culture where you can wear many hats, take ownership of your work, and let your skills shine in a dynamic and fast-paced environment.

We are looking forward to hearing from you!

If you're passionate about delivering exceptional support and helping customers get the most out of their reporting tools, we'd love to hear from you! Apply to this role and join our team at arenaflex. Apply for this job