Experienced Full Stack Customer Service Tools Support Specialist – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way people consume entertainment, and we're looking for a talented and experienced Full Stack Customer Service Tools Support Specialist to join our team. As a key member of our Customer Service Technology team, you'll play a critical role in ensuring the smooth operation of our customer service tools and technologies, enabling us to deliver exceptional experiences 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 high-quality content and experiences to our members. We're passionate about innovation, creativity, and customer satisfaction, and we're looking for like-minded individuals to join our team.

The Role

As a Full Stack Customer Service Tools Support Specialist, you'll be responsible for managing the escalation lifecycle for all technical issues affecting our customer service tools and technologies. This includes defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and customer service product teams. You'll also support customer service 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.

Core Responsibilities

* Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the customer service organization, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and customer service product teams.

• Support customer service tools user access inquiries and group policy management.
• Provide customer service 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 customer service tools subject matter expert for the customer service organization.
• Manage support channel inquiries and ensure SLAs are met.
• Create and maintain runbooks and resource material pertaining to customer service tools support.
• Flexibility in working hours to help meet the needs of the business.
• Participate in an on-call 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.

What We Offer

* Competitive annual salary with a range of $50,000 - $190,000, depending on experience and qualifications.

• Comprehensive benefits package, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
• Paid leave of absence programs, including 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
• Flexible time off for full-time salaried employees.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment with a diverse team of talented professionals.
• Recognition and rewards for outstanding performance and contributions to the team.

Why Join arenaflex?

* arenaflex is a unique and innovative company that's changing the way people consume entertainment.

• We're passionate about customer satisfaction and delivering exceptional experiences to our members.
• We offer a collaborative and dynamic work environment with a diverse team of talented professionals.
• We're committed to diversity, equity, and inclusion, and we celebrate the diversity of our team members.
• We offer opportunities for career growth and professional development, and we're committed to helping our employees achieve their goals.

How to Apply

If you're a motivated and experienced Full Stack Customer Service Tools Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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.

Accommodations

If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

Job is Open for No Less Than 7 Days

This job is open for no less than 7 days and will be removed when the position is filled. Apply Job! Apply for this job