Experienced Customer Support Analyst – Procurement Platform Expert
Experienced Customer Support Analyst – Procurement Platform Expert
At arenaflex, we're passionate about empowering procurement leaders to drive business success through innovative solutions and exceptional customer support. As a Customer Support Analyst on our team, you'll play a vital role in delivering outstanding service to our clients, ensuring their success on our procurement platforms. If you're a customer-centric problem-solver with a passion for procurement, we want to hear from you.
About arenaflex
arenaflex is a diverse, creative team of people dedicated to helping procurement leaders achieve their goals. Our clients include global market leaders, Fortune 500 and Global 2000 enterprises, leading government and public institutions. We deliver practical, effective services and software that enable procurement leaders to maximize their impact on business operations, strategy, and financial performance. Our team is focused on what's real and effective, where individuality is prized, and talent respected.
Our Commitment to Diversity and Inclusion
arenaflex is an Equal Opportunity Employer, committed to hiring and valuing a global diverse work team. We believe that diversity and inclusion are essential to our success and strive to create an inclusive environment where everyone feels valued, respected, and empowered to contribute their best work.
Job Summary
As a Customer Support Analyst at arenaflex, you'll serve as the first point of contact for clients, providing application support, troubleshooting, and building long-term relationships with dedicated client accounts. This is a hybrid position based at our Clark, NJ headquarters, where you'll combine technical problem-solving with clear communication and a strong customer-first mindset.
Key Responsibilities
- Serve as the first point of contact for client inquiries via phone, email, and ticketing systems.
- Provide tier-1 and tier-2 application support for arenaflex's procurement platforms (Smart by arenaflex, P2P, Spend Analytics, etc.).
- Troubleshoot and resolve user issues related to access, transactions, workflows, and reporting.
- Escalate complex technical issues to the appropriate internal teams while maintaining ownership until resolution.
- Document issues, resolutions, and customer feedback in CRM/helpdesk systems.
- Assist with vendor and supplier support, including onboarding, order tracking, and invoice/payment queries.
- Deliver proactive support by identifying recurring issues and working with Product/Engineering teams on improvements.
- Support training and onboarding of client users, providing guidance on platform features and best practices.
- Ensure SLAs (response time, resolution time) and customer satisfaction targets are consistently achieved.
What You'll Bring
- Bachelor's degree preferred (Business, IT, Supply Chain, or related field).
- 4+ years of experience in customer support, helpdesk, or client-facing roles (preferably in SaaS, procurement, or ERP/P2P environments).
- Excellent English communication skills (verbal & written).
- Familiarity with procurement processes (P2P, S2P, ERP) strongly preferred.
- Technical aptitude with ability to learn new software quickly; prior experience with SAP, Oracle, Coupa, or arenaflex solutions is advantageous.
- Strong problem-solving skills and ability to manage multiple client requests simultaneously.
- Customer-centric mindset with a passion for delivering outstanding service.
What We Offer
Competitive salary and benefits package.
Opportunity to work with a diverse team of talented professionals.
Collaborative and dynamic work environment.
Professional development and growth opportunities.
Flexible work arrangements, including remote work options.
Recognition and rewards for outstanding performance.
How to Apply
If you're a motivated and customer-focused individual with a passion for procurement, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
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