**Experienced Customer Support Representative – Payment Processing and Merchant Services**
Join arenaflex, a leading payment processing company, as an Experienced Customer Support Representative and be part of a dynamic team that is changing the way businesses accept payments. As a key member of our Customer Support team, you will play a critical role in providing industry-leading customer service and technical support to our merchants, ensuring that they have a seamless experience with our payment processing solutions.
**About arenaflex**
arenaflex is a recognized leader in the payments industry, processing over $12 billion dollars annually for thousands of businesses. Founded in 2000 by three UCSB graduates, arenaflex has grown from a bootstrapped startup to a respected company that values long-term relationships over short-term profits. Our people-first culture fosters a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.
**Why Join arenaflex?**
* We exist to drive the success of our partners, and we do this by fundamentally changing the way you transact with others.
* We believe in building long-term relationships with our merchants, and we strive to provide exceptional customer service and technical support.
* We offer a dynamic and supportive work environment where you can grow and develop your skills.
* We provide a comprehensive Total Rewards package, including health, dental, and vision benefits, 401k with 6% match, and paid time off.
**Responsibilities**
As an Experienced Customer Support Representative, you will be responsible for:
* Responding to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
* Managing internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
* Guiding new merchants through the onboarding process, providing clear instructions on how to use arenaflex and ensuring proper setup of partner software.
* Accurately setting up new accounts, assessing for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
* Ensuring that relevant teams are included in communications and that stakeholder requests are addressed promptly.
**Qualifications**
To be successful in this role, you will need:
* 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
* Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
* Familiarity with Zendesk or similar customer service platforms is a plus.
* Familiarity with Salesforce is a plus.
* Comfortable using technology, including computers, software programs, and mobile apps.
**Skills and Competencies**
To succeed in this role, you will need:
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong attention to detail and organizational skills.
* Ability to work collaboratively with cross-functional teams.
**Career Growth Opportunities and Learning Benefits**
arenaflex offers a range of career growth opportunities and learning benefits, including:
* Professional development programs to help you grow and develop your skills.
* Opportunities to work on high-impact projects and contribute to the success of our merchants.
* Collaborative work environment where you can learn from and share knowledge with your colleagues.
* Access to industry-leading training and development programs.
**Work Environment and Company Culture**
arenaflex offers a dynamic and supportive work environment where you can grow and develop your skills. Our company culture values long-term relationships over short-term profits, and we strive to provide exceptional customer service and technical support to our merchants.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive Total Rewards package, including:
* Health, dental, and vision benefits.
* 401k with 6% match.
* Paid time off.
* Home office equipment stipend.
* Annual Learning Stipend.
* Quarterly "fun budgets" for team bonding events.
* Opportunity to be part of a company that is changing a whole industry.
* Opportunity for growth within the company.
* Opportunity for remote, in-office, or hybrid work.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We strive to create a work environment where people from all backgrounds and identities thrive. We firmly believe that more diversity and inclusion in our workforce creates a stronger team, product, and culture.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about providing exceptional customer service and technical support, we encourage you to apply for this exciting opportunity.
Apply for this job
**About arenaflex**
arenaflex is a recognized leader in the payments industry, processing over $12 billion dollars annually for thousands of businesses. Founded in 2000 by three UCSB graduates, arenaflex has grown from a bootstrapped startup to a respected company that values long-term relationships over short-term profits. Our people-first culture fosters a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.
**Why Join arenaflex?**
* We exist to drive the success of our partners, and we do this by fundamentally changing the way you transact with others.
* We believe in building long-term relationships with our merchants, and we strive to provide exceptional customer service and technical support.
* We offer a dynamic and supportive work environment where you can grow and develop your skills.
* We provide a comprehensive Total Rewards package, including health, dental, and vision benefits, 401k with 6% match, and paid time off.
**Responsibilities**
As an Experienced Customer Support Representative, you will be responsible for:
* Responding to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
* Managing internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
* Guiding new merchants through the onboarding process, providing clear instructions on how to use arenaflex and ensuring proper setup of partner software.
* Accurately setting up new accounts, assessing for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
* Ensuring that relevant teams are included in communications and that stakeholder requests are addressed promptly.
**Qualifications**
To be successful in this role, you will need:
* 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
* Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
* Familiarity with Zendesk or similar customer service platforms is a plus.
* Familiarity with Salesforce is a plus.
* Comfortable using technology, including computers, software programs, and mobile apps.
**Skills and Competencies**
To succeed in this role, you will need:
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong attention to detail and organizational skills.
* Ability to work collaboratively with cross-functional teams.
**Career Growth Opportunities and Learning Benefits**
arenaflex offers a range of career growth opportunities and learning benefits, including:
* Professional development programs to help you grow and develop your skills.
* Opportunities to work on high-impact projects and contribute to the success of our merchants.
* Collaborative work environment where you can learn from and share knowledge with your colleagues.
* Access to industry-leading training and development programs.
**Work Environment and Company Culture**
arenaflex offers a dynamic and supportive work environment where you can grow and develop your skills. Our company culture values long-term relationships over short-term profits, and we strive to provide exceptional customer service and technical support to our merchants.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive Total Rewards package, including:
* Health, dental, and vision benefits.
* 401k with 6% match.
* Paid time off.
* Home office equipment stipend.
* Annual Learning Stipend.
* Quarterly "fun budgets" for team bonding events.
* Opportunity to be part of a company that is changing a whole industry.
* Opportunity for growth within the company.
* Opportunity for remote, in-office, or hybrid work.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We strive to create a work environment where people from all backgrounds and identities thrive. We firmly believe that more diversity and inclusion in our workforce creates a stronger team, product, and culture.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about providing exceptional customer service and technical support, we encourage you to apply for this exciting opportunity.
Apply for this job