At arenaflex, we're revolutionizing the wholesale industry by making it easier for our customers to succeed. As a Customer Support Representative, you'll play a vital role in delivering exceptional technical support and troubleshooting for our customers, utilizing a range of technical expertise and customer service skills to deliver effective solutions to technical issues.
**About arenaflex**
arenaflex is a technology company building the world's most advanced and uncomplicated digital marketplace for used vehicles. We're a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we're an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.
**Our Values**
At arenaflex, we're driven by a set of core values that guide our actions and decisions:
- **Driven Waybuilders**: We pursue challenges that inspire us to build, create, and innovate.
- **Relentless Curiosity**: We seek to understand and improve our customers' experience.
- **Smart Risk-Taking**: We transform risk into progress through data, experience, and intuition.
- **Fearless Ownership**: We deliver what we promise and learn along the way.
**What We Offer**
As a Customer Support Representative at arenaflex, you can expect a competitive wage, comprehensive benefits package, and opportunities for career growth and development. Our benefits include:
- Competitive wage
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer-paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and rapid advancement
**Key Responsibilities**
As a Customer Support Representative, you'll be responsible for:
- Identifying, researching, and resolving technical and end-user application failures and deficiencies
- Ensuring proper follow-through on all directives, bulletins, and schedules from management
- Working to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality
- Educating and coaching customers on best practices for using arenaflex products and services
- Developing and maintaining competitive knowledge and expertise in areas of products, industry trends, and other developments
- Thoroughly documenting all research and customer interactions in Salesforce (CRM) to ensure product and service reliability
- Assuring customer acceptance of and quality of resolution. Identifying and escalating issues that require advanced product knowledge or technical expertise
- Serving as a Subject Matter Expert for the design and development of training materials
- Using analytical and decision-making skills to offer options and resolve problems in a variety of contexts
- Continuously engaging in self-directed learning opportunities to increase functional product knowledge
- Documenting known errors, workarounds, procedures, and product-specific information
**Essential Qualifications**
To be successful in this role, you'll need:
- A Bachelor's degree or equivalent work experience
- 2+ years customer service/contact center experience
- General automotive knowledge
- Experience troubleshooting hardware, software, and network-related issues
- Ability to communicate clearly and concisely, both orally and in writing
- Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity
- Strong analytical, technical, and problem-solving skills
**Preferred Qualifications**
While not required, the following qualifications would be beneficial:
- Experience with Salesforce, Five9, Slack, and Google Suite
- Web Crawling/Search experience
- Ability to retain knowledge of State/Local/Federal/Contract Requirements for Role
- Ability to successfully manage tasks and inquiries for VIP clientele Customer Service, including Phone Etiquette, Empathy, and Active Listening
- Eagerness to learn, take direction, and feedback, multi-task, time manage, and problem-solve
**Work Environment and Culture**
As a Customer Support Representative at arenaflex, you'll work in a fast-paced, dynamic environment with a team of passionate and dedicated professionals. Our company culture is built on a foundation of collaboration, innovation, and customer obsession. We're committed to providing a supportive and inclusive work environment that allows our employees to grow and thrive.
**Compensation and Benefits**
The hourly compensation range for this role is $17.00 - $19.00, depending on experience, skill set, qualifications, and other relevant factors. We also offer a comprehensive benefits package, including medical, dental, and vision benefits, immediately vested 401K or RRSP, paid vacation, personal, and sick time, and more.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technology and innovation, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!