Experienced Customer Service Tools Support Specialist – Technical Issue Management and CS Operations Support
At arenaflex, we're dedicated to delivering exceptional entertainment experiences to our members worldwide. As a Customer Service Tools Support Specialist, you'll play a vital role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, empowering our team to provide top-notch support to our members.
About arenaflex
arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. Our mission is to entertain the world, and we're committed to delivering innovative, engaging experiences to our members. With a diverse range of TV series, films, and games, we're constantly pushing the boundaries of what's possible in entertainment.
The CS Technology Team
The CS Technology team is a key component of the CS organization, responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business. Our team is passionate about delivering exceptional support to our members, and we're looking for a skilled Customer Service Tools Support Specialist to join our ranks.
Job Summary
As a Customer Service Tools Support Specialist, you'll manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You'll collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Your role also includes supporting CS Operations by providing administrative and IT support during the launch and closure phases of a CS Site, handling IT tooling and access testing, managing access changes, and supporting elevated research for BPO IT issues.
Core Responsibilities
* Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization. This includes: + Defining intake workflows + Issue discovery and validation + Research + Documentation + Prioritization + Communication + Advocating for fixes to engineering partners and CS Product
- Support CS Tools user access inquiries and group policy management
- Provide CS Operations teams with Netflix-specific IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling
- Operate as a CS Tools subject matter expert for the CS organization
- Manage support channel inquiries and ensure SLAs are met
- Create and maintain runbooks and resource material pertaining to CS Tools support
- Flexibility in working hours to help meet the needs of the business
- Participate in an oncall support rotation
- Embody the unique arenaflex culture
Qualifications
* 4+ years of relevant experience related to IT support, application support, and technical troubleshooting and research
- A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling
- Experience supporting Customer Service target SaaS applications (CRM, CMS, CCaaS, etc)
- Effective communicator with stakeholders across all technical levels
- Self-starter and fast learner who can work independently while using impeccable judgment
- Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations
Compensation and Benefits
arenaflex offers a comprehensive compensation structure, including an annual salary, with a range of $50,000 - $190,000. You'll also enjoy a range of benefits, including:
- Health Plans
- Mental Health support
- 401(k) Retirement Plan with employer match
- Stock Option Program
- Disability Programs
- Health Savings and Flexible Spending Accounts
- Family-forming benefits
- Life and Serious Injury Benefits
- Paid leave of absence programs
- Flexible time off
Work Environment and Culture
arenaflex is a unique culture and environment, where diversity and inclusion are core values. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Our team is passionate about delivering exceptional support to our members, and we're looking for someone who shares our values and is excited to join our ranks.
How to Apply
If you're passionate about delivering exceptional support to our members and are excited to join our team, please submit your application through our website. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
Note
This job is open for no less than 7 days and will be removed when the position is filled. Apply for this job