**Experienced SaaS Customer Support Representative – Deliver Exceptional Experiences for arenaflex Customers**

At arenaflex, we're on a mission to revolutionize the way companies manage their workforce compliance. Our cutting-edge technology has helped numerous organizations reduce risk, save costs, and create safer work environments. As we continue to expand globally, we're seeking a talented and dedicated SaaS Customer Support Representative to join our team. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you. **About arenaflex** arenaflex is a multi-award-winning workforce compliance software company that's making a significant impact in the industry. Our innovative solutions have earned us a reputation for excellence, and we're committed to continuing this momentum. With offices worldwide, we're a dynamic and fast-paced organization that's always looking for talented individuals to join our team. **Your Role** As a SaaS Customer Support Representative at arenaflex, you'll play a critical role in providing exceptional support to our customers and their workforce. Your primary responsibility will be to resolve customer queries, concerns, and issues in a timely and professional manner. You'll work closely with our internal teams to ensure that customer issues are addressed promptly and efficiently. **Key Responsibilities** * Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements * Perform daily ticket hygiene; review ticket updates and follow through with relevant stakeholders to help expedite ticket resolution * Resolve customer issues and complaints diplomatically and effectively and per our service level agreements and policies and procedures * Apply time management and prioritization according to the Prompt Response SLA * Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer * Accurately record all customer interactions in the CRM in accordance with standard operating procedures * Maintain a thorough understanding and knowledge of the arenaflex platform and services * Meet or exceed performance goals and customer satisfaction targets **Development Objectives** At arenaflex, we're committed to helping our team members grow and develop their skills. Here are some of the development objectives you can expect to achieve in this role: * 0-3 Months: + Build internal relationships with your support teammates, onboarding and key account officers + Develop an intimate understanding of the product and range of use cases + Become proficient in the tools and systems required to perform the role to the expected level * 3-6 Months: + Participate in cross-skilling exercises to broaden your understanding of the product and services of arenaflex + Start to review and participate in complex ticket resolution processes * 6 – 12 Months: + Participate in upskilling exercises to broaden your professional skills + Attain a proficient level in resolving Simplex Tickets + Help and support a new hire CSR as a learner mentor + Provides input and ideas for process improvements + Becomes proficient in solving simplex tickets and achieves a consistently outstanding overall performance rating **Our Ideal arenaflexer** We're looking for a talented and dedicated individual who is passionate about delivering exceptional customer experiences. Here are some of the key qualities we're looking for: * Minimum of 2 years of experience in a SaaS/software customer support role * Good command of oral and written English * Strong analytical and problem-solving skills * Good psychological well-being and demeanor * Graduate in Information Technology and any other related degrees is an advantage * Willingness to report to work onsite at our office in Cebu IT Park **Life at arenaflex** At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and growth of our team members. Here are some of the benefits and perks you can expect: * Accessible and friendly office in Cebu IT Park * Celebrate You - Anniversary gifts as early as your first work anniversary! * Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00 * Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs! * Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities * Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards * Be Comfortable - Casual Friday every day! * We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on… * Generous Employee Referral Program - Rewards for referring top talent **Our Company Values** At arenaflex, we're guided by a set of core values that shape our culture and behavior. Here are some of the values that we live by: * Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small. * Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement. * Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect. * Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you. Apply now to join our team and be a part of the arenaflex journey! Apply for this job