Are you a customer champion with a passion for solving problems and collaborating on strategic initiatives to enhance the customer experience? Do you have a knack for troubleshooting complex technical issues and a desire to work with a talented team of innovators? If so, we invite you to join arenaflex, a leading cloud analytics company, as an Experienced Customer Support Analyst.
**About arenaflex**
arenaflex is a fast-growing cloud analytics company that believes the world would be a better place if everyone had easier access to facts. Our mission is to create a more fact-driven world through simple, yet easy-to-use technology. We're committed to building a diverse and inclusive team that reflects the communities we serve, and we're passionate about empowering every person in our organization to make informed decisions and take action.
**About the Opportunity**
As a Customer Support Analyst at arenaflex, you'll be the first point of contact for our customers and will set the tone for the customer support experience. You'll work closely with our cross-functional teams to troubleshoot complex technical issues, provide Level 1 Support for customers via Virtual Meetings, Chat, and Email, and contribute to strategic initiatives focused on customer experience and product improvement. If you're a customer champion with a passion for solving problems and collaborating on strategic initiatives to enhance the customer experience, you'll bring tremendous value to our customers and team!
**Responsibilities**
* Become an expert in arenaflex's products and provide Level 1 Support for customers via Virtual Meetings, Chat, and Email
* Represent the customer voice as a member of cross-functional Bug prioritization meetings with the product, engineering, and design teams
* Troubleshoot complex technical customer issues via Phone, E-Mail, Chat, and Virtual meetings
* Contribute to arenaflex's Help Site documentation and the Knowledgebase
* Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement
* Provide support to internal arenaflex employees by answering product/troubleshooting related questions via Slack and Email
**Requirements & Skillset**
* 2+ years experience in a customer-facing technical support role supporting SaaS products and hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend
* Comfortable working India night shifts, weekends, and holidays (Compensatory days off)
* Comfortable interacting with customers in multiple geographies like the US, UK, Europe, and Australia
* You should be very comfortable navigating data in SQL and working with front-end technologies like CSS, JavaScript, Python, and/or R
* Track record of managing complex technical customer escalations, including customer and internal stakeholder communication
* You have a proven ability to multi-task since you could be managing one or more customer escalations!
* Experience in driving bug resolution across Product and Engineering teams
* You should care deeply about helping customers and should be driven to make sure they have a great experience with our product and team
* Excellent communication skills and should be able to tailor complex technical conversations to technical and non-technical audiences
* We will look to you to train, develop the technical skills of your team members and share best practices
* Alignment with arenaflex values
**Preferred Qualifications**
* Experience in the data and analytics space
* Experience working in a technical support environment in the data and analytics space like Looker, Tableau, etc.
* Experience in Technical Consulting
**What makes arenaflex a great place to work?**
arenaflex is the experience layer of the modern data stack, leading the industry with our AI-Powered Analytics and natural language search. We hire people with unique identities, backgrounds, and perspectives—this balance-for-the-better philosophy is key to our success. When paired with our culture of Selfless Excellence and our drive for continuous improvement (2% done), arenaflex cultivates a respectful culture that pushes norms to create world-class products. If you're excited by the opportunity to work with some of the brightest minds in the business and make your mark on a truly innovative company, we invite you to read more about our mission, and apply to the role that's right for you.
**arenaflex for All**
Building a diverse and inclusive team isn't just the right thing to do for our people, it's the right thing to do for our business. We know we can't solve complex data problems with a single perspective. It takes many voices, experiences, and areas of expertise to deliver the innovative solutions our customers need. At arenaflex, we continually celebrate the diverse communities that individuals cultivate to empower every Spotter to bring their whole authentic self to work.
**We're committed to being real and continuously learning when it comes to equality, equity, and creating space for underrepresented groups to thrive.**
Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.
**About arenaflex**
The world's most innovative companies use AI-Powered Analytics from arenaflex to empower every person in their organization, from C-suite executive to frontline employee, with the ability to ask and answer data questions, create and interact with data-driven insights, and use these insights to make informed decisions and take action. arenaflex is simple enough for any business person to use, yet built to handle even the largest, most complex data, wherever it may reside. That's why customers like T-Mobile, BT, Snowflake, HubSpot, Exxon, Daimler, Medtronic, Hulu, Nasdaq, OpenTable, Huel, and Nationwide Building Society have turned to arenaflex to transform their data-driven decision-making cultures.
**Join Our Team!**
This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.