At arenaflex, customer experience is at the heart of everything we do. Our Service Excellence Team is dedicated to making our customers successful and ensuring that their experience using arenaflex's products is delightful, by delivering high-quality, speedy, personable, and conversational support. As a Customer Service Technical Associate, you will play a vital role in the success of our customers, providing resolution to moderate and complex inquiries by phone, online chat, or email. You will be the voice of arenaflex, acting as an advocate for our product and a champion for our users.
**About arenaflex**
arenaflex is a global leader in professional information services, providing expert software and information solutions that the world's leading professionals rely on in the moments that matter most. Our customers work in industries that impact the lives of millions of people every single day, and we help them make critical decisions, achieve successful outcomes, and save time. With a legacy of 188 years and a portfolio that represents thousands of customers worldwide, we are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services.
**Key Responsibilities**
As a Customer Service Technical Associate, you will be responsible for:
* Effectively resolving customer questions through phone, email, and chat for system or content issues
* Taking ownership of customer cases from beginning to end
* Recording client interactions in our customer relationship database
* Participating in projects and process improvement initiatives as needed
* Providing general reports to management as requested
* Participating in product testing and review as needed
* Securing and keeping confidential product and customer data
**Hybrid Work Arrangement**
This is a hybrid role, requiring you to work in the office two days a week. You must be able to work a flexible schedule during peak seasons, which will include some evening and weekend overtime hours (January to April and September to October).
**Essential Qualifications**
* Associate's degree in a business-related field or equivalent experience
* 1 year of experience in accounting or tax or 2 years of experience in any type of customer service role
* Ability to commute to the office in Kennesaw, Georgia or Wichita, Kansas every Tuesday and Wednesday
* Available for overtime
**Preferred Qualifications**
* Educational background in Business, Accounting, or Finance
* Experience working with CCH tax and accounting software
* Tax preparation or accounting experience
* Experience working in a help desk or customer support environment
* Use of SalesForce.com
**Skills and Competencies**
* Knowledge of tax, accounting, and audit principles, practices, and legislation/regulations
* Computer and internet skills, including Microsoft Office
* Service orientation, with a high commitment to meeting the needs of customers and colleagues
* Ability to diffuse and provide effective resolution to customer complaints
* Strong communication and problem-solving skills
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to helping our employees grow and develop their careers. As a Customer Service Technical Associate, you will have opportunities to:
* Develop your technical skills and knowledge of our products and services
* Participate in training and development programs to enhance your customer service skills
* Collaborate with cross-functional teams to improve our products and services
* Take on new challenges and responsibilities as you grow in your role
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive company culture that values diversity, equity, and inclusion. We are committed to providing a welcoming environment and equitable opportunities for all employees, regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package that includes:
* Medical, dental, and vision plans
* 401(k) plan
* FSA/HSA
* Commuter benefits
* Tuition assistance plan
* Vacation and sick time
* Paid parental leave
**Diversity, Equity, and Inclusion**
arenaflex is committed to diversity, equity, and inclusion, and we strive to create a workplace that reflects the diversity of our customers and communities. We have been recognized as a European Diversity Leader in the Financial Times, one of Forbes America's Best Employers for Diversity, and one of Forbes America's Best Employers for Women.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture and benefits, and to submit your application.
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