Job Description
At arenaflex, we're a pioneering geospatial data analytics company built on the principle of "Why guess when you can know." We deliver AI-powered intelligence to the maritime and energy sectors, transforming satellite imagery, AIS feeds, and market data into actionable insights through our platforms: Hyperion (energy intelligence), Theia (maritime domain awareness), Leviaton (LNG tracking), and Vulcan (power monitoring). With offices in Houston and London, we're a diverse team of engineers, data scientists, intelligence analysts, and industry experts dedicated to bringing transparency to traditionally opaque industries. **Job Summary:** We're seeking an experienced Customer Support Associate II to join our team at arenaflex. As a key member of our support team, you'll be responsible for providing responsive, high-quality support to users of our proprietary platforms. This role ensures technical issues are resolved efficiently and that users receive clear, actionable guidance when navigating complex tools. You'll help handle administrative tasks, manage customer information, and ensure smooth communication between the client success managers, the sales department, and users. You'll work closely with analysts, engineers, sales teams, and business users who rely on arenaflex's data platforms to drive insights and decisions. **Key Responsibilities:** - Provide exceptional customer support to users of arenaflex's proprietary platforms, ensuring technical issues are resolved efficiently and users receive clear, actionable guidance. - Handle administrative tasks, manage customer information, and ensure smooth communication between the client success managers, the sales department, and users. - Collaborate with analysts, engineers, sales teams, and business users to resolve complex technical issues and improve user experience. - Troubleshoot platform issues to identify root causes and guide users through resolution. - Prioritize and manage multiple support requests efficiently in a fast-paced environment. - Demonstrate a strong commitment to helping users resolve issues and improve their experience. - Empathize with users and maintain professionalism under pressure. - Adapt quickly to platform updates, process changes, and new tools. - Recognize patterns in user reports or system behaviors to flag broader issues. - Collaborate effectively across departments, including engineering, product, and intelligence. **Requirements:** - Understanding of principles and processes for delivering effective customer service, including needs assessment, troubleshooting, quality assurance, and feedback loops. - Familiarity with SaaS platforms and CRM tools (e.g., HubSpot), ticketing systems, and internal documentation platforms for managing support workflows. - Strong command of written and verbal English, with attention to clarity, tone, and professional communication standards. - Proficiency with web-based tools, productivity software, and customer-facing applications; ability to learn new tools quickly. - Actively listen to user issues, ask clarifying questions, and respond with accuracy and empathy. - Analyze problems, assess potential causes, and evaluate effective solutions. - Interpret technical documentation, internal notes, and platform updates quickly and accurately. - Write clear, professional responses and case notes for both users and internal teams. - Explain complex technical concepts to non-technical users in a clear and approachable way. - Prior experience in a SaaS or technical customer support role, with a Bachelor's degree or equivalent practical experience. **Education and Experience:** - Bachelor's degree or equivalent practical experience. - 3-5 years in SaaS or technical customer support role. **What We Offer:** - Competitive salary and comprehensive benefits (medical, dental, vision). - Significant growth opportunities as an early technical team member. - Collaborative and innovative work environment. - Fully remote role with access to Houston and London offices. - Direct impact on products used by major energy companies and government agencies. - Mentorship from experienced engineers and technical leaders. - Conference attendance and continuing education support. - Opportunity to shape engineering direction and best practices. **Why Join arenaflex?** At arenaflex, we're passionate about delivering AI-powered intelligence to the maritime and energy sectors. Our team is dedicated to bringing transparency to traditionally opaque industries, and we're looking for talented individuals to join us on this mission. If you're passionate about customer support, SaaS platforms, and geospatial data analytics, we encourage you to apply for this exciting opportunity. **How to Apply:** If you're a motivated and experienced customer support professional looking for a new challenge, please submit your application through our website. We can't wait to hear from you! Apply for this job