**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!