Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management
At arenaflex, we're not just a leading entertainment services company; we're a team of innovators, creatives, and problem-solvers who are passionate about delivering exceptional experiences to our members. With over 283 million paid memberships in over 190 countries, we're constantly pushing the boundaries of what's possible in the world of entertainment. And we're looking for talented individuals like you to join our team and help us achieve our vision.
About the Role
As an Experienced Customer Service Tools Support Specialist, you'll play a critical role in ensuring the smooth operation of our Customer Service (CS) tools and technologies. You'll be responsible for managing the escalation lifecycle of technical issues affecting CS tools and services, collaborating with cross-functional teams to resolve issues, and providing administrative and IT support to CS Operations teams. Your expertise will be essential in maintaining and enhancing tool functionality and user experience, and you'll be a key contributor to our CS Technology team.
Core Responsibilities
As a Customer Service Tools Support Specialist, your core responsibilities will include:
* Managing the escalation lifecycle for all technical issues affecting CS tools and services, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product.
* Supporting CS Tools user access inquiries and group policy management.
* Providing CS Operations teams with arenaflex-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.
* Operating as a CS Tools subject matter expert for the CS organization.
* Managing support channel inquiries and ensuring SLAs are met.
* Creating and maintaining runbooks and resource material pertaining to CS Tools support.
* Flexibility in working hours to help meet the needs of the business.
* Participating in an oncall support rotation.
* Embodying the unique arenaflex culture.
Qualifications
To be successful in this role, you'll need:
* 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 communication skills with stakeholders across all technical levels.
* Self-starter and fast learner who can work independently while using impeccable judgment.
* A strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
Skills and Competencies
To excel in this role, you'll need to possess:
* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Ability to work independently and collaboratively as part of a team.
* Strong attention to detail and organizational skills.
* Ability to prioritize tasks and manage multiple projects simultaneously.
* Strong technical skills, including proficiency in Google Workspace, JIRA, Confluence, Kibana, Tableau, and Zendesk.
* Experience with ITIL and other industry-standard frameworks.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Tools Support Specialist, you'll have access to:
* Ongoing training and development opportunities to enhance your technical skills and knowledge.
* Mentorship and coaching from experienced colleagues.
* Opportunities to take on new challenges and responsibilities.
* A dynamic and supportive work environment that encourages collaboration and innovation.
Work Environment and Company Culture
At arenaflex, we're proud of our unique culture and environment. We're a team of innovators, creatives, and problem-solvers who are passionate about delivering exceptional experiences to our members. Our culture is built on a foundation of:
* Inclusion and diversity.
* Collaboration and teamwork.
* Innovation and creativity.
* Customer obsession.
* Accountability and ownership.
Compensation, Perks, and Benefits
At arenaflex, we offer a comprehensive compensation package that includes:
* An annual salary, with the option to choose how much of your compensation you want in salary versus stock options.
* Comprehensive benefits, 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 vacation, holidays, and sick paid time off.
* Flexible time off for full-time salaried employees.
How to Apply
If you're a motivated and talented individual who is passionate about delivering exceptional experiences to our members, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
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, 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.
Accommodations
If you require an accommodation or adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
Job Openings
This job is open for no less than 7 days and will be removed when the position is filled.
```html
Join arenaflex Today!
At arenaflex, we're not just a leading entertainment services company; we're a team of innovators, creatives, and problem-solvers who are passionate about delivering exceptional experiences to our members. With over 283 million paid memberships in over 190 countries, we're constantly pushing the boundaries of what's possible in the world of entertainment.
About the Role
As an Experienced Customer Service Tools Support Specialist, you'll play a critical role in ensuring the smooth operation of our Customer Service (CS) tools and technologies. You'll be responsible for managing the escalation lifecycle of technical issues affecting CS tools and services, collaborating with cross-functional teams to resolve issues, and providing administrative and IT support to CS Operations teams.
Core Responsibilities
- Managing the escalation lifecycle for all technical issues affecting CS tools and services, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product.
- Supporting CS Tools user access inquiries and group policy management.
- Providing CS Operations teams with arenaflex-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.
- Operating as a CS Tools subject matter expert for the CS organization.
- Managing support channel inquiries and ensuring SLAs are met.
- Creating and maintaining runbooks and resource material pertaining to CS Tools support.
- Flexibility in working hours to help meet the needs of the business.
- Participating in an oncall support rotation.
- Embodying the unique arenaflex culture.
Qualifications
To be successful in this role, you'll need:
- 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 communication skills with stakeholders across all technical levels.
- Self-starter and fast learner who can work independently while using impeccable judgment.
- A strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
Skills and Competencies
To excel in this role, you'll need to possess:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively as part of a team.
- Strong attention to detail and organizational skills.
- Ability to prioritize tasks and manage multiple projects simultaneously.
- Strong technical skills, including proficiency in Google Workspace, JIRA, Confluence, Kibana, Tableau, and Zendesk.
- Experience with ITIL and other industry-standard frameworks.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Tools Support Specialist, you'll have access to:
- Ongoing training and development opportunities to enhance your technical skills and knowledge.
- Mentorship and coaching from experienced colleagues.
- Opportunities to take on new challenges and responsibilities.
- A dynamic and supportive work environment that encourages collaboration and innovation.
Work Environment and Company Culture
At arenaflex, we're proud of our unique culture and environment. We're a team of innovators, creatives, and problem-solvers who are passionate about delivering exceptional experiences to our members. Our culture is built on a foundation of:
- Inclusion and diversity.
- Collaboration and teamwork.
- Innovation and creativity.
- Customer obsession.
- Accountability and ownership.
Compensation, Perks, and Benefits
At arenaflex, we offer a comprehensive compensation package that includes:
- An annual salary, with the option to choose how much of your compensation you want in salary versus stock options.
- Comprehensive benefits, 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 vacation, holidays, and sick paid time off.
- Flexible time off for full-time salaried employees.
How to Apply
If you're a motivated and talented individual who is passionate about delivering exceptional experiences to our members, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
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, 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.
Accommodations
If you require an accommodation or adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
Job Openings
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