Customer Support Representative – Global IT Service Desk & SaaS Platform Support (Portuguese)

About arenaflex – Transforming the Future of Work

arenaflex is a leading provider of cloud‑based workflow automation solutions that empower modern enterprises to operate faster, smarter, and more flexibly. Our platform streamlines everyday tasks, connects people to the information they need, and drives digital transformation across every industry. With a culture built on curiosity, collaboration, and a dash of humor, arenaflex is constantly redefining how work gets done. We are proud to serve a rapidly expanding global customer base, delivering innovative technology that helps organizations scale, adapt, and thrive.

Why This Role Matters

As a Customer Support Representative at arenaflex, you will be the frontline champion of our platform, ensuring that customers around the world receive prompt, knowledgeable, and friendly assistance. Your work will directly impact customer satisfaction, product adoption, and the overall reputation of arenaflex as a trusted partner in digital transformation.

Key Responsibilities

• Case Management: Log, track, and resolve support tickets on the arenaflex IT Service Desk, maintaining accurate documentation of software and hardware issues.
• Initial Triage & Technical Support: Respond to customer inquiries via phone, email, or the arenaflex CRM, providing clear solutions, work‑arounds, or product information in a timely manner.
• Escalation Coordination: Identify complex issues and route them to internal or external subject‑matter experts, ensuring seamless hand‑offs and rapid resolution.
• Platform Guidance: Walk customers through arenaflex platform functionalities, offering best‑practice advice and hands‑on assistance to maximize their success.
• Documentation Gap Identification: Spot gaps in self‑service resources and collaborate with product teams to create or improve knowledge‑base articles.
• Store Application Support: Provide specialized assistance for arenaflex Store applications, troubleshooting integration and usage challenges.
• Case Load Management: Efficiently handle multiple concurrent cases while maintaining high quality and attention to detail.
• Peer Collaboration: Share insights, assist teammates with challenging tickets, and contribute to a culture of collective problem‑solving.
• User Acceptance Testing (UAT): Participate in UAT cycles, offering feedback on new features and ensuring they meet customer expectations before release.

Essential Qualifications

• 2–4 years of experience in an IT help‑desk or technical support environment, preferably with a focus on SaaS platforms.
• Strong technical foundation with the ability to quickly learn new technologies and troubleshoot complex issues.
• Excellent written and verbal communication skills in Portuguese and English, with the ability to convey technical concepts to non‑technical audiences.
• Demonstrated success in achieving first‑call resolution and maintaining high customer satisfaction scores.
• Proficiency in asking precise, clarifying questions to diagnose problems accurately.
• Basic understanding of ITIL processes and how they apply to incident, problem, and change management.
• Ability to handle difficult conversations with professionalism and empathy.
• Self‑starter attitude combined with a collaborative mindset; comfortable working both independently and as part of a global team.

Preferred Qualifications & Skills

• Familiarity with the arenaflex platform or similar workflow automation tools.
• Experience troubleshooting SaaS applications, including integration points, APIs, and data flows.
• Exposure to cloud environments (e.g., AWS, Azure, Google Cloud) and basic networking concepts.
• Knowledge of scripting or low‑code development to create quick automations for internal use.
• Certification in ITIL Foundation or related service‑management frameworks.

Core Competencies for Success

• Customer‑Centric Mindset: Passion for delivering exceptional service and creating positive experiences.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Communication Excellence: Clear, concise, and courteous interaction with customers, peers, and leadership.
• Adaptability: Thrive in a fast‑changing environment, embracing new tools, processes, and product updates.
• Team Collaboration: Contribute to knowledge sharing, mentorship, and collective ownership of support outcomes.

Compensation, Benefits, and Perks

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization. While exact figures vary by location and experience, you can expect:

• Base salary aligned with market benchmarks for technical support roles.
• Performance‑based bonuses and equity opportunities that let you share in the company’s growth.
• Comprehensive health, dental, and vision plans, including flexible spending accounts.
• Retirement savings options such as a 401(k) with company match, plus an Employee Stock Purchase Plan (ESPP).
• Generous paid time off, parental leave, and flexible holiday schedules.
• Professional development budget for certifications, conferences, and continuous learning.
• Wellness programs, virtual fitness classes, and mental‑health resources.
• Remote‑first work model with flexible work‑personas, allowing you to choose the environment that best supports your productivity.

Career Growth & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a Customer Support Representative, you will have clear pathways to advance into senior support roles, technical specialist positions, or cross‑functional careers in product management, training, or solutions architecture. Our mentorship programs, internal mobility initiatives, and regular skill‑building workshops ensure you continuously expand your expertise and broaden your impact.

Work Environment & Culture

Our culture is built on three pillars: Innovation, Inclusion, and Impact. At arenaflex you will find:

• A collaborative, globally distributed team that values diverse perspectives and encourages open dialogue.
• Regular virtual coffee chats, hackathons, and community events that foster connection across time zones.
• A supportive leadership team that provides regular feedback, career coaching, and recognition for achievements.
• An inclusive environment where every voice matters, and where we celebrate differences as a source of strength.

Application Process & Next Steps

If you are ready to join a forward‑thinking organization that puts customers at the heart of everything it does, we want to hear from you. Submit your resume and a brief cover letter highlighting your relevant experience and why you are excited about the opportunity at arenaflex. Our recruiting team will review your application, and qualified candidates will be invited to a series of interviews designed to assess both technical aptitude and cultural fit.

Join arenaflex and Make an Impact

At arenaflex, your work will directly influence how thousands of enterprises streamline their operations and deliver value to their own customers. We believe that great talent thrives when given the tools, autonomy, and support to innovate. If you are passionate about technology, love solving problems, and enjoy helping others succeed, apply today and become part of a vibrant community that is shaping the future of work.