Introduction to arenaflex and the Industry
arenaflex is a leading developer and deployer of enterprise-level and customer-facing software solutions, serving over 900 utilities and telecoms across North America. Our mission is to deliver technology solutions and services that are member and customer-focused, quality-driven, and value-priced. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support. The utility industry is a vital sector that requires efficient, reliable, and customer-centric solutions. As a Support Specialist in Customer Care and Billing, you will play a crucial role in ensuring that our members receive exceptional support and service, enabling them to provide the best possible experience for their customers.
Job Overview
We are seeking an experienced Support Specialist to join our Customer Care and Billing team. This position will support our software products that manage everything from payments, bill calculations, setting up new meters, and managing customer information for utilities. As a Support Specialist, you will work closely with our members and software engineers to troubleshoot, research, and resolve issues within the software product. If you have a passion for delivering exceptional customer service, a strong technical aptitude, and excellent communication skills, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Assist members in all aspects of application support, including troubleshooting, training, and research
- Follow up on resolutions to ensure that issues are fully resolved and members are satisfied
- Assist with software release processes, ensuring that new features and updates are properly implemented and communicated to members
- Communicate with development staff to convey customer feedback, helping to drive product improvements and enhancements
- Perform either on-site or remote training to our members, providing them with the knowledge and skills needed to effectively use our software products
- Provide after-hours support via an on-call support phone rotation, ensuring that our members receive timely and effective support whenever they need it
Essential Qualifications
To be successful in this role, you will need:
- Previous customer support experience, with a focus on providing exceptional service via phone, email, or other communication channels
- Basic knowledge of project management processes, with the ability to prioritize tasks, manage multiple projects, and meet deadlines
- Excellent written and verbal communication skills, with the ability to clearly and effectively communicate technical information to non-technical stakeholders
- Excellent telephone etiquette and the ability to deal effectively with customers, even in difficult or stressful situations
- Strong PC skills, with proficiency in Microsoft Office and other software applications
- Ability to teach others, with a patient and supportive approach to training and knowledge transfer
- Ability to work in a team and independently, with a strong sense of self-motivation and discipline
- Previous experience with presentations or public speaking, with the ability to effectively communicate complex information to diverse audiences
Preferred Qualifications
While not required, the following qualifications are preferred:
- Bachelor's degree in a business-related field, or equivalent experience
- Minimum high school diploma, with relevant work experience or training in customer support, software development, or a related field
- Previous experience with NISC software or similar utility industry software applications
- Knowledge of the utility industry, with a understanding of the challenges and opportunities faced by our members
Skills and Competencies
To succeed in this role, you will need to possess the following skills and competencies:
- Technical skills: Proficiency in software applications, with the ability to quickly learn new systems and technologies
- Communication skills: Excellent written and verbal communication skills, with the ability to clearly and effectively communicate technical information to non-technical stakeholders
- Problem-solving skills: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues
- Customer service skills: A strong customer-centric approach, with a focus on delivering exceptional service and support to our members
- Teamwork and collaboration: Ability to work effectively in a team environment, with a strong sense of collaboration and mutual support
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Support Specialist, you will have access to a range of training and development opportunities, including:
- Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role
- Ongoing coaching and mentoring, with regular feedback and support from experienced colleagues and managers
- Opportunities for career advancement, with a clear path for progression and growth within the company
- Access to industry-leading software and technologies, with the opportunity to develop expertise in a range of areas
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and supportive company culture. As a Support Specialist, you will be part of a dynamic and collaborative team, with a strong sense of camaraderie and mutual respect. Our work environment is characterized by:
- A supportive and inclusive culture, with a focus on diversity, equity, and inclusion
- A collaborative and team-oriented approach, with regular opportunities for feedback and input
- A commitment to work-life balance, with flexible working arrangements and a range of employee benefits
- A dynamic and innovative approach, with a focus on continuous improvement and innovation
Compensation, Perks, and Benefits
As a Support Specialist at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:
- Competitive salary and bonus structure, with opportunities for growth and development
- Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other perks
- Flexible working arrangements, including remote work options and flexible hours
- Opportunities for professional development and growth, with a range of training and development programs
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional support and service, we encourage you to apply for this exciting opportunity. As a Support Specialist at arenaflex, you will be part of a dynamic and collaborative team, with a strong sense of camaraderie and mutual respect. With a range of training and development opportunities, a supportive and inclusive company culture, and a commitment to work-life balance, we offer a unique and rewarding work environment that is designed to help you succeed. Apply now to join our team and take the first step towards a rewarding and challenging career in customer support.
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