At arenaflex, we're revolutionizing the way independent restaurant and takeaway owners operate by providing them with cutting-edge technology and exceptional support. Our mission is to make running a restaurant satisfyingly simple, even in a world that's anything but. As a Technical Customer Support Executive, you'll play a vital role in delivering outstanding customer experiences and helping our customers thrive on their own terms.
**About this role**
We're seeking a highly motivated and adaptable individual to join our Technical Customer Support team. As a Technical Customer Support Executive, you'll be responsible for providing top-notch support to our customers via phone, email, and chat. You'll work closely with internal and external stakeholders to resolve complex issues, share knowledge, and contribute to continuous process improvement. This is an exciting opportunity for a self-starter who is passionate about delivering exceptional customer experiences and has the flexibility to adapt to changing priorities.
**Key Responsibilities**
* Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution.
* Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills.
* Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs.
* Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our Salesforce, ensuring proper tracking and follow-up.
* Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement.
* Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers.
* Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
* Embrace a positive customer-focused mindset: Strive to create exceptional customer experiences, building and maintaining strong customer relationships through friendly, helpful, and professional interactions.
**We're looking for**
* Fluency in English and Spanish: Exceptional verbal and written communication skills in English are essential.
* Availability: Willingness and flexibility to work evening shifts and weekends as required to meet customer needs.
* Customer service experience: Prior experience in a customer support or service role, handling customer inquiries and resolving issues effectively and efficiently.
* Multichannel support skills: Proficiency in handling customer interactions through phone, email, and chat platforms, demonstrating excellent interpersonal and communication skills across different channels.
* Problem-solving abilities: Strong critical thinking and problem-solving skills to assess situations, analyze information, and provide appropriate solutions.
* Empathy and patience: Ability to empathize with customers, actively listen to their concerns, and remain calm and patient in challenging situations.
* Organizational skills: Detail-oriented with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously.
* Tech-savvy: Comfortable working with computer systems, software applications, and customer support tools. Experience with Salesforce is a plus.
**About arenaflex**
We're arenaflex, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast we've grown, we've evolved around our customers and their needs. We're not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry.
We go to great lengths to understand our customers (check out our C-suite on work experience). We're food industry natives. We've worked in busy kitchens and run busy restaurant franchises. We don't just help our customers deal with real-life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do.
**Our culture**
At arenaflex, we value transparency, collaboration, and employee growth. We listen to one another, work together to achieve common goals, and provide opportunities for career development. We're a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. And all permanent employees qualify for our share scheme because we share our success.
We encourage flexibility where possible and combine this with beautiful offices in bustling cities like London, Dublin & Karachi. We're focused on getting the most out of our time together, output and team energy is at the heart of our hub-based philosophy - not an attendance ticking exercise!
**Why join us?**
* Be part of a dynamic and growing company that's revolutionizing the food industry.
* Work with a talented team of individuals who are passionate about delivering exceptional customer experiences.
* Enjoy a supportive and inclusive work environment that values employee growth and wellbeing.
* Take advantage of our flexible working arrangements and beautiful offices in major cities.
* Qualify for our share scheme and be part of a company that shares its success with its employees.
**How to apply**
If you're a motivated and adaptable individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Don't be shy. Apply.**
We know that imposter syndrome can be a thing. Don't let it be. We want enthusiastic people from all backgrounds. If you feel like you're up for working with us, get in touch. We also understand some candidates might need assistance. That's not a problem in the slightest. Just reach out to us, we'd love to hear from you.
**Equal Opportunities Employer**
arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to creating a diverse and inclusive work environment that values and respects all employees, regardless of their background, culture, or identity.