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