At arenaflex, we're on a mission to revolutionize the insurance industry with cutting-edge technology and innovative solutions. As a key player in this mission, we're seeking an experienced Full Stack Customer Support Technician to join our exceptional Support team. This role is located at our Remote facility, offering a unique opportunity to work with a talented team and contribute to the success of arenaflex.
**About arenaflex**
arenaflex is the leading global provider of cloud-based software that powers the business of insurance. With a rich history of innovation and a commitment to excellence, we've established ourselves as the world's largest agency and brokerage management systems provider. Our software automates the insurance lifecycle, enabling millions of people worldwide to safeguard and protect what matters most. At arenaflex, we're passionate about creating a vibrant, modern workplace that fosters growth, diversity, and inclusion.
**Job Summary**
As an Associate Customer Support Technician, you'll play a vital role in delivering exceptional customer experiences through friendly, informed, and efficient support. You'll work closely with our customers to resolve questions and problems related to our software applications, providing timely and effective solutions. Your strong communication skills, technical expertise, and problem-solving abilities will make you an invaluable asset to our team.
**Key Responsibilities**
* Answer real-time customer phone, email, or chat inquiries related to questions or problems customers are encountering with our software applications
* Triage and troubleshoot problems with customers to understand and document the nature of such problems
* Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner
* Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary
* Collaborate with internal teams to resolve complex customer issues and improve overall customer satisfaction
* Stay up-to-date with product knowledge and technical skills to provide accurate and timely support
**What You'll Need to Succeed**
* 1 year of customer service experience, preferably in a technical support environment
* Accurate typed, written, and verbal communication skills, including strong telephone skills
* Ability to prioritize customer needs based on provided criteria
* Able to multitask and organize your workload to successfully complete your workday
* Experience working with personal computers, technology, and Microsoft applications
* High school diploma or equivalent (Associate's or Bachelor's degree preferred)
* We proudly support and encourage people with military experience, as well as military spouses, to apply
**Preferred Qualifications**
* Understanding of web applications using supported browsers (e.g., Chrome, Firefox)
* Experience in a real-time, customer support center, preferably supporting business-to-business services or technology of some kind
* A passion for problem-solving and providing a high level of customer care
* Confidence interacting and learning about various technology applications, software, network infrastructure
* Experience with hardware and operating system(s) knowledge/exposure via work or educational pursuits
* Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira, etc.
* Ability to plan and organize technical projects; experience with deadlines for project completion
* An understanding of personal and/or commercial lines insurance, insurance terminology, or insurance customer service experience
**What You'll Gain**
* Benefits from Day One:
+ Health insurance plans, dental, and vision
+ Wellness incentives
+ 401(k) and/or RRSP retirement savings plans with employer match
* Work-Life Balance:
+ Competitive paid vacation time and a free day for your birthday
+ Personal/sick time
+ Paid holidays
+ Flex Time
+ Paid parental leave (U.S. candidates)
+ Volunteer time off
* Empowering Career Growth and Success:
+ We invest in talent, care about our people, and are empowered by the results of our work.
+ We grow our teams from within and give our employees opportunities to advance.
**What We Value**
* We strive for excellence at every turn to be the best at what we do.
* We invest in talent, care about our people, and are empowered by the results of our work.
* We fulfill the promise of insurance – safeguarding and protecting what matters most in people's lives.
* And there is no more important job than that.
**Our Commitment to Diversity and Inclusion**
* We're proud to be an Equal Employment Opportunity and Affirmative Action Employer.
* Diversity and Inclusion is a business imperative and is a part of building our brand and reputation.
* At arenaflex, we don't discriminate, and we're committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
**Join Our Team**
If you're passionate about delivering exceptional customer experiences and contributing to the success of arenaflex, we encourage you to apply. Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team.