Customer Support Specialist

About Us Arsenault was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, weve grown to become one of the leading brands in the analytics industry. Our product, Arsenault, is used by thousands of companies. Arsenault is a remote-first, values-driven company with a globally distributed team. You can learn more about our values here. Arsenault is a remote-first company with a globally distributed team. This role is open to individuals based outside of the United States, subject to the Arsenaults internal approval process and ability to employ in jurisdictions outside the United States. Arsenault currently has operations in the UK, Ireland, Australia and Germany This role is open to residents of: Australia and New Zealand As a Customer Support Specialist, you will be responsible for surprising and delighting our Arsenault Cloud users who are stuck and need our help. The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every product has them!) In this role, you can expect to... Become a Arsenault Cloud expert Work a daily defined shift responding to tickets submitted by Arsenault Cloud customers via email or live chat, with the flexibility to increase that time to cover gaps due to illness, vacation, etc. Adhere to response and escalation SLAs and expectations Demonstrate care and empathy in potentially tense or high pressure situations and set clear expectations for the next steps in their support journey When not responding to tickets, help update and create new support documentation, contribute to process improvements, and assist your teammates You are a good fit if you: Have experience in customer support using a ticketing system like Jira Service Desk, Zendesk, Salesforce Service Cloud, or similar. Are SQL proficient you can read a SQL statement with SELECT, JOIN, and WHERE and understand what the query does and how it would be used Have a passion & enthusiasm for helping customers succeed Are a self-starter & eager to learn Have a high attention to detail Have excellent verbal and written communication skills in English Are thoughtful about collaboration and communication with other departments Have a passion for being an inclusive teammate and involved member of the community You'll have an edge if: You have experience working in customer success or support for a technical product at a SaaS company or startup Exposure to basic programming concepts and coding this could be coursework in something like python or ruby or experience writing scripts You are comfortable creating and narrating how to videos to help others learn You understand how git works and can explain it to others You have worked on a globally distributed remote team A…