**Experienced Customer Support Specialist - Policy**

Join arenaflex, a leading provider of policy, training, and wellness support solutions for first responders and public servants, as a Customer Support Specialist - Policy. In this exciting role, you will be responsible for providing exceptional customer support to our clients, troubleshooting technical issues, and collaborating with cross-functional teams to drive business growth. **About arenaflex** arenaflex empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training, and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1, and Gov1. arenaflex serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. **Job Description** As a Customer Support Specialist - Policy, you will be part of a high-performing team that is dedicated to delivering exceptional customer experiences. Your primary responsibilities will include: * Providing responsive support to first responder clients via phone, email, and chat, troubleshooting technical issues, and documenting and categorizing support tickets. * Taking ownership of software incident management, including troubleshooting and bug triage for the online learning platform. * Collaborating with cross-functional teams to drive business growth and improve customer satisfaction. * Managing large amounts of inbound and outbound calls in a timely manner, taking appropriate steps to bring any open support cases to resolution in a timely manner. * Helping customers troubleshoot issues they encounter while using the platform and providing tips to resolve the problem. * Providing answers to clients by identifying problems, researching answers, and guiding clients through corrective steps. * Keeping records of all conversations and resolved cases in our call CRM system in a comprehensible way. * Frequently attending Product Update calls to improve knowledge and performance level. * Improving platform performance by identifying problems and recommending changes. **Requirements** To be considered for this role, you will have: * 2 years of experience in software or SaaS technical support or a related customer support field. * Minimum of one year of Salesforce experience. * Professional verbal and written communication skills. * Ability to provide superior customer service. * Desire to grow within the company. * Work well in a team environment. * GED/High School Diploma. * Good job stability. **Preferred Experience** * Experience with a content management platform, providing customer support for a content management platform. * First responder experience or background working with first responders or working in the first responder software industry is a definite plus. **Target Outcomes/Target Results** * Improve customer experience. * 10-20 customer issues resolved on a daily basis. * Maintain an exceptional customer satisfaction (CSAT) score. * Minimize average handle time. * Maximize first call resolution percentage. **Employee Value Proposition** * The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization. * arenaflex is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company. * Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership. * Good work/life balance for our team members. * Collaborative team effort in which we support and assist each other. * Comprehensive benefits package. * Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. * A collaborative and mission-driven work environment. * Opportunity to be a change agent in a continually evolving company. * Health Insurance, Education benefits, and 401k. **The Environment** * Our team is highly productive and works with urgency every day to serve the needs of public safety professionals. * Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team. * We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential. * Collaborative team effort in which we support and assist each other. * Comprehensive benefits package. * Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. * A collaborative and mission-driven work environment. * Opportunity to be a change agent in a continually evolving company. * Health Insurance, Education benefits, and 401k. **Compensation and Benefits** arenaflex offers a competitive base salary, monthly, quarterly, or annual incentive, and a comprehensive benefits package, including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour, which equivocates to $49,920 per year. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job