At arenaflex, we're on a mission to revolutionize the way businesses analyze and report on their data. As a customer support specialist, you'll play a vital role in helping our rapidly growing user base get the most out of our innovative SaaS app. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and are comfortable working with data, we'd love to hear from you.
**About arenaflex**
arenaflex was founded in 2017 with a vision to provide the best tool for analyzing data from popular apps and APIs. Today, our data analysis & reporting SaaS app is trusted by over 4,500 businesses worldwide. We're a small team of highly effective individuals working across three continents, and we're committed to making a meaningful impact in the world of data analysis.
Our app is currently available on Shopify, Stripe, and QuickBooks, and we're working hard to expand to other platforms. We're passionate about empowering businesses to make data-driven decisions, and we're looking for a talented customer support specialist to join our team.
**About the Role**
Job Type: Full-time, Remote
As a customer support specialist at arenaflex, you'll be responsible for providing world-class support to our users through various channels, including email, live chat, and phone/video calls. You'll spend most of your time reading and replying to customer emails, investigating and explaining report results, and helping merchants schedule and set up reports in Google Sheets.
Some common customer queries you'll encounter include:
* Requests to create custom reports and custom formulas
* Helping merchants schedule and set up reports in Google Sheets
* Investigating and explaining report results
* Requests about features, capabilities, pricing, refunds, and general interface questions
* Recording videos to demonstrate the functionality of the app that helps answer specific customer questions
On a less frequent basis, you may be required to:
* Write documentation about various features of the app
* Jump on phone/video calls with larger customers to educate and walk through various features (this is rare)
**Required Skills**
We value highly effective individuals who are passionate about their work and possess the following skills:
* **Analytical reading**: You'll spend most of your time reading and replying to customer emails. You must be able to read a customer's email and understand what they are asking, not simply what they are saying.
* **Intelligible writing**: Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.
* **Problem-solving**: Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.
* **Love for data and numbers**: While you don't need extensive experience with data tools, you must have a comfort and interest in working with data. Experience with Excel formulas or SQL is a plus, but not required.
**Preferred Skills**
* **Proficiency with data analysis tools**: Familiarity with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools will help you quickly adapt to our app.
* **Experience in e-commerce, accounting, or finance**: Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
* **Ability to create engaging screencasts**: You'll have the opportunity to create engaging screencasts for documentation and tutorial purposes.
**Working Remotely**
* You should be comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.
* You must be a self-starter, proactive, and capable of working independently with minimal supervision.
* You should be available and online during working hours, as we frequently communicate via chat.
* Clear and frequent communication is essential, including regular updates on your progress, suggestions, issues, and questions.
* Your writing skills will be put into practice daily to communicate internally and externally.
* You will join our team as an independent contractor/sole proprietor and will be responsible for paying your own taxes.
**What You Can Expect From Us**
* **Dedicated onboarding**: We'll provide you with a comprehensive onboarding process, including screen-sharing sessions with team members.
* **Supportive team**: You'll join a team with a transparent, public-by-default communication culture.
* **Flexible work schedule**: You'll have the flexibility to work at your own pace, with regular check-ins to track your progress.
* **Fair compensation**: You'll receive fair compensation based on your skills and location.
* **25 days of paid leave annually**: You'll have the opportunity to take time off when you need it.
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 as a customer support specialist at arenaflex.