Job Description
Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Customer Support Analyst to join our global team of software support experts. As a key member of our support team, you will play a critical role in delivering efficient and high-quality customer support for our data-intelligence software users. **About arenaflex** arenaflex is a leading provider of powerful data-intelligence software that empowers users to answer their most pressing questions. Our trusted research, decision-making, and organizational tools help academic and corporate professionals create impactful insights from their most complex data – enabling them to work more efficiently and make informed, confident decisions. At arenaflex, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. **The Customer Support Analyst Role** As a Full Stack Customer Support Analyst, you will be responsible for providing Level 1 and 2 technical and functional support for arenaflex's suite of products via email, chat, phone, and social media channels. You will be the first point of contact for customers, guiding them through best practices, answering "how to" questions, and/or troubleshooting technical issues as required. Your excellent communication skills and technical abilities will make you a trusted resource for arenaflex's customers. **Key Responsibilities** * Provide Level 1 and 2 technical and functional support for arenaflex's suite of products via email, chat, phone, and social media channels. * Ensure confidentiality of user data is always maintained in accordance with internal processes and procedures. * Be involved in testing and documentation before a product or patch is delivered to customers. * Scope, prepare, execute, and document installations and technical configurations of arenaflex's software offering. * Work on customer premises or in the cloud. * Maintain, enhance, and use change requests, work plans, and installation documents. * Configure arenaflex's optional modules and integrations, such as Single Sign On, API interfaces, email servers. * Install and maintain arenaflex's Predict! environments. * Provide technical consultancy, such as helping customers to leverage the Predict! API. * Use arenaflex's support case management processes and systems. * Own and manage tickets to trouble-shoot and solve technical issues. * Provide second-line helpdesk support, including on-site or via screen shares where appropriate. * Identify and log potential improvements to the software, technical workarounds, or make technical documentation updates. **Customer Success** * Maintain full familiarity with Predict!'s architecture, installation process, possible technical configurations, and integrations. * Provide customers and internal stakeholders with accurate and timely technical information. * Support the Sales and Marketing team to answer technical questions in bids or in producing marketing material for technical services. * Escalate matters, issues, opportunities, successes, and failures, within and across arenaflex's teams. **Required Skills and Experience** * Problem Solver; Multi-tasker * 3+ year experience working in a Technical Customer Support or Software Support role * Windows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately. * Strong ability to work with precision and attention to detail. * Knowledge of Microsoft Windows and macOS Operating systems * Mac and Windows OS familiarity * Strong Listening and Communication Skills * Security clearance will be required for this post and will be arranged by arenaflex. **Preferred Skills and Experience** * Experience or knowledge of Cloud-based technologies and API communication issues * Experience with data privacy regulations HIPAA and GDPR preferred. * Salesforce CRM experience * Advanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems. **Benefits** * Annual base salary is $68,000 - $75,000 CAD depending on qualifications. * An annual performance-based bonus to recognize personal excellence. * Annual tech stipend to get what you need to do your best work. * Flexible, remote-first work environment and a diverse, global team. * Opportunities for career advancement as arenaflex grows. **Why Join arenaflex?** At arenaflex, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. arenaflex empowers them to do it all smarter, better, and faster! Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We're passionate about the customers we serve, the products we create, and the problems we solve. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment. **Accommodation** arenaflex is committed to supporting individuals requiring accommodation in the application process. **Apply Now!** If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we want to hear from you! Apply now to join our global team of software support experts and help transform our world with powerful insights! Apply for this job