**Enterprise Customer Support Advocate – Deliver Exceptional Experiences for arenaflex's Valued Enterprise Customers**
At arenaflex, we're dedicated to empowering our customers to succeed in the ever-evolving digital landscape. As an Enterprise Customer Support Advocate, you'll play a pivotal role in delivering exceptional experiences for our highest-valued Enterprise customer accounts. If you're passionate about providing prompt, friendly, and accurate help through any medium or channel, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for businesses and organizations worldwide. Our mission is to help our customers thrive in the digital age by offering cutting-edge products and services that cater to their unique needs. With a strong focus on customer satisfaction, we're committed to building long-lasting relationships with our clients and empowering them to achieve their goals.
**Key Responsibilities**
As an Enterprise Customer Support Advocate, you'll be responsible for providing subject matter expertise to our highest-valued customer accounts, including Enterprise Standard, Premier, Strategic, and 3rd party Partner Support programs. Your primary objectives will be to:
* Provide prompt, friendly, and accurate help through any medium or channel, including email, chat, and phone
* Embrace a customer-first mindset to address and resolve customer questions, issues, and concerns
* Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues
* Help identify and report patterns, trends, or widespread issues impacting arenaflex products and services
* Perform and complete customer account-related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers
* Identify opportunities for cross/up-sell and connect clients with their CAM/CSM for discussion on the best overall solution for them to maximize the value of arenaflex
* Communicate in an engaging, helpful, and professional tone across all channels
* Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns
* Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence, and Occupancy
**Essential Qualifications**
To succeed in this role, you'll need:
* Entry-level experience in a relevant work area in a product or customer technical support role
* Excellent interpersonal, verbal, and written communication skills
* Ability to multitask, attention to detail, and time management are essential
* Knowledge of ticketing platforms, such as ZenDesk and Jira, is a plus
* Experience in a multi-channel environment (Phone/Chat/Email)
* Deep understanding of arenaflex's features, functionality, and how to troubleshoot problems in our suite of products
* Strong work ethic to handle multiple requests with exceptional follow-through
* Excellent knowledge and passion for social environments (Facebook, Instagram, Twitter, LinkedIn, TikTok, etc.)
* Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects
* Problem Solving: Uses an organized and logical approach to find solutions to complex problems
* Priority Setting: Focuses time/energy on the most important issues/opportunities
* Clearly understand how to assess the importance of tasks and decisions
* Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
**Preferred Qualifications**
* Experience working with arenaflex's products and services
* Knowledge of arenaflex's industry and market trends
* Familiarity with arenaflex's customer base and their unique needs
* Strong analytical and problem-solving skills
* Experience with customer relationship management (CRM) software
**Who We're Looking For**
We're seeking a tenacious, curious, and conscientious individual who is passionate about delivering exceptional customer experiences. If you're:
* Determined to succeed and motivated by the success of customers, colleagues, and the community
* Always learning and seeking ways to make things better
* Committed to keeping your promises and taking your commitments to others seriously
* Humble and lead with empathy, respecting and learning from the perspectives of others
**arenaflex's Guiding Principles**
At arenaflex, we're guided by six core principles that shape our culture and decision-making:
* **Step Up**: Show the world what it looks like to live and work by these guiding principles. #StepUp
* **One Team**: Make arenaflex a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
* **Customer Obsessed**: Focus relentlessly on helping our customers succeed. #CustomerObsessed
* **Go Fast, Be Agile**: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
* **Play to Win**: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
* **Neighbours & Allies**: Give back to our communities and be an ally. #SocialForGood #Allies
**Accommodations and Application**
We're committed to providing accommodations as requested by candidates taking part in all aspects of the selection process. If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's shaping the future of digital solutions, apply now!
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