Experienced Customer Service Analyst – Education Management Systems Support

At arenaflex, we're dedicated to empowering educators and students with innovative learning solutions. As a Customer Service Analyst, you'll play a vital role in delivering exceptional support and training to our employees and customers, ensuring they have the tools and resources needed to succeed. If you're passionate about education, customer service, and technology, we invite you to join our team and contribute to shaping the future of learning.

About arenaflex

arenaflex is a leading provider of education management systems, dedicated to helping schools and educators achieve their goals. Our mission is to provide innovative solutions that make a meaningful difference in the lives of students and teachers. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace that reflects the diversity of our communities.

Job Summary

As a Customer Service Analyst, you'll be part of a dynamic team that provides support and training to our customers and employees. You'll be responsible for handling inbound calls, resolving issues, and providing expert guidance on our education management systems. If you're a customer-focused individual with a passion for education and technology, we encourage you to apply.

Responsibilities

* Handle inbound calls professionally, accurately, consistently, and efficiently, providing exceptional customer service and support to our customers and employees.

• Work to problem-solve issues that are called in or assigned, until the issue is resolved, utilizing your expertise in Connexus, Pearson Connexus, and other relevant systems.
• Transfer inbound calls to the appropriate staff when applicable, ensuring seamless communication and support.
• Work with IssueAware tickets, SalesForce, and other programs as needed to track and resolve issues, maintaining accurate records and documentation.
• Develop and maintain in-depth expertise in Connexus, Pearson Connexus, third-party resources, and school year cycle tasks to support teachers and school staff.
• Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership, demonstrating your ability to adapt and grow.
• Work collaboratively as a member of the Technical Enablement Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments.
• Take a lead role in at least one project planning area, such as School Representatives Lead or Salesforce, showcasing your leadership skills and expertise.

Qualifications

* Degree in Education, Education Technology, or a related field required – Prior experience with arenaflex can substitute for this requirement.

• Prior experience working within a arenaflex-supported school or program is highly desirable.
• Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint) is essential.
• Exceptional phone manners and customer-service skills are a must, with clear verbal and written communications.
• Effective and consistent interpersonal skills, a positive attitude, and a customer-focused approach are essential for success in this role.
• High degree of adaptability and flexibility, with a commitment to a regular schedule and hours from 9:00 am EST – 6:00 pm EST.
• Demonstrated ability to work well in a fast-paced environment, with the ability to multi-task and respond to change.
• Team player track record and commitment to a group-oriented approach, with technologically proficient skills, especially with Microsoft OS, MS Office, and Google Applications.

Preferred Qualifications

* Help Desk queue agent experience is highly desirable.

• Experience with Salesforce and other relevant systems is an asset.

What We Offer

* Competitive salary and benefits package.

• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and innovative solutions.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and customer-focused individual with a passion for education and technology, we encourage you to apply for this exciting opportunity. Please submit your application through our website by [insert date]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Accommodations for Individuals with Disabilities

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [insert email]. Apply for this job