At arenaflex, we're dedicated to revolutionizing the mental and behavioral health industry with innovative software solutions that empower therapists, practices, and the entire healthcare community. As a leading provider of software and services for mental and behavioral health therapists, we're trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices.
We're seeking an experienced Customer Support Specialist II to join our team in South Carolina. As a subject matter expert in our products, you'll be responsible for troubleshooting and resolving complex non-generic customer issues requiring detailed systems and applications knowledge. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and are eager to make a meaningful impact in the mental and behavioral health industry, we want to hear from you!
**Responsibilities:**
* Provide technical assistance and support for incoming queries via multiple channels, including email, telephone, live chat, ticket, or offshore escalations
* Research, resolve, and respond to end-user issues/problems received via email, telephone, live chat, ticket, or offshore escalations, and provide support on desktop systems
* Prioritize, answer, and implement creative solutions for customers
* Respond to email messages and answer calls from customers seeking help
* Ask clarifying questions to determine the nature of the problem and to be able to provide a solution
* Responsible for having extensive product and industry workflow knowledge
* Walk customers through problem-solving processes and consult on workflow best practices
* Collaborate with other Customer Support Specialist, Success and Services Professionals, Education Specialist, Engineering and Product resources
* Participate in testing of new and updated products and provide feedback
* Follow up with customers to ensure the issue has been resolved
* Log call/issue information for record keeping
* Meet and maintain productivity goals and expected satisfaction rating from customers
* Follow existing processes to document and report issues/feedback to the internal team
* Identify areas to enhance existing processes and workflows
* Serve as a liaison and advocate for our customers to the rest of the support team and company
* Foster a collaborative environment where customers feel cared for, respected, and heard
* Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues
* Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training
* Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
* Provide product training and act as mentors to offshore teams
* Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis
* Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
* Ensure customer and partner inquiries are responded to within established timeframes and customer support and technical support service levels are achieved
* Identify, prioritize, and resolve reported problems including data, account administration, desktop hardware/software, including application issues
* Responsible for maintaining and deploying systems via automated methods
* Infrequent/occasional travel may be required for initial training and/or annual meetings
**Qualifications:**
* Excellence in written and verbal communication, as well as strong listening skills
* Possesses strong customer relation skills
* Ability to handle multiple priorities
* Perform in an effective and timely manner all the tasks required
* Work collaboratively with other departments (e.g., Development, Product, Sales)
* Exhibit above-average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions
* Methodically resolve the more difficult and complex production issues reported by customers and partners
* 3-5 years of experience in providing customer service
* 2-5 years of technical support experience
* 2-5 years experience in software support/Saas
* 1-3 years of experience working in a remote environment preferred
**Additional Information:**
At arenaflex, we're committed to creating a diverse and inclusive team that reflects the communities we serve. We celebrate what makes us unique and foster an ecosystem of inclusion for all. If you're passionate about making a difference in the mental and behavioral health industry and have a unique perspective to share, we encourage you to apply. We're an equal opportunity employer and welcome applications from individuals of all backgrounds.
**What We Offer:**
* Competitive salary and benefits package
* Opportunity to work with a leading provider of software and services for mental and behavioral health therapists
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Opportunities to make a meaningful impact in the mental and behavioral health industry
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore the exciting possibilities together!
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We're committed to creating a diverse and inclusive team that reflects the communities we serve.