Experienced Customer Support Specialist – Sports Technology and SaaS Platform

At arenaflex, we're on a mission to revolutionize the way sports officials manage their schedules, assignments, and payments. As a leading SaaS platform, we're committed to providing exceptional support to our customers, and we're looking for a talented and dedicated individual to join our team as a Customer Support Specialist.

About arenaflex

arenaflex is a cutting-edge SaaS platform used by referee/umpire associations and sports leagues to manage, assign, and pay sports officials. With over 50,000 referees and umpires worldwide, we're proud to provide easy-to-use tools to manage schedules, assign officials to games, communicate, and pay officials across a multitude of sports. Our platform is designed to make the lives of sports officials easier, and we're passionate about delivering outstanding support to our customers.

Join Our Team!

As a Customer Support Specialist at arenaflex, you'll be part of a dynamic and growing team that's dedicated to providing exceptional support to our customers. You'll have the opportunity to work with a talented team of professionals who are passionate about sports technology and customer service. Our team is committed to delivering outstanding support, and we're looking for someone who shares our passion and values.

Key Responsibilities

As a Customer Support Specialist, you'll be responsible for:

• Responding to and handling technical support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.
• Developing the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.
• Answering incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how arenaflex can improve the user experience.
• Troubleshooting technical issues within the system and solving problems as they arise.

Requirements

To be successful in this role, you'll need:

• Autonomy: You'll be working independently with minimal guidance or oversight, so you'll need to be self-motivated and able to work with minimal supervision.
• Attention to Detail: You'll need to be thorough and accurate when reading, interpreting, and performing tasks.
• Client Relations/Customer Service: You'll be providing great service to our customers, so you'll need to be friendly, patient, and empathetic.
• Communication: You'll need to be fluent in English and able to effectively listen and share knowledge and information with others. You'll also need to communicate effectively in written and oral forms, using proper spelling and grammar.
• Problem-Solving Skills: You'll need to use critical thinking skills to work through the details of a problem to reach a solution.
• Resourcefulness: You'll need to be able to creatively handle new situations or difficulties skillfully and promptly.
• Taking Initiative + Self-Driven: You'll need to be able to see an opportunity or need and act upon it without being asked or told. You'll need to be proactive and enjoy making things happen.

Working Hours

This is a full-time contract position, and we expect the workload to be approximately 35 hours per week. At least half of your work time should be scheduled within Eastern time working hours of 9am-5pm, Monday-Friday. You must be located in the Pacific, Mountain, Central, or Eastern time zones. This position is not eligible for work visa sponsorship.

Benefits

As a Customer Support Specialist at arenaflex, you'll enjoy:

• USD $25/hour
• Flexible schedule
• No expectations for evening or weekend work
• Fully remote position – you just need a laptop and reliable Internet access

Required Education and Experience

To be eligible for this role, you'll need:

• Minimum formal education of high school diploma or GED
• Intermediate computer knowledge, including the use of web apps in general, and understanding web technology from an end-user's perspective
• Ability to independently learn and implement new technologies quickly

Preferred Education and Experience

Previous experience handling technical support for a SaaS company is highly preferred.

How to Apply

We'll only accept applications through our online job application form. Applications will be reviewed on a rolling basis until the position is filled. You can access our online job application at the link below. Apply Job! If you have any questions, please don't hesitate to reach out to us at [email protected]. No phone calls, please. We look forward to hearing from you and exploring how you can join our team as a Customer Support Specialist at arenaflex! Apply for this job