Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management

At arenaflex, we're passionate about delivering exceptional entertainment experiences to our members worldwide. As a key member of our Customer Service (CS) Technology team, you'll play a vital role in ensuring the smooth operation of our CS tools and technologies, empowering our teams 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 that captivate 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

Our CS Technology team is dedicated to providing the right CS tools and technologies to support the growth and scalability of our Customer Service business. We're a collaborative, dynamic team that's passionate about delivering exceptional support to our members. As a Customer Service Tools Support Specialist, you'll be part of this team, working closely with our Program and CS Tools Support Management (PSM) team to ensure the technical issues affecting our CS tools and technologies are resolved efficiently and effectively.

Key Responsibilities

As a Customer Service Tools Support Specialist, you'll be responsible for:

• Managing 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, 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 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.
• 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 succeed 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 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.

Benefits and Compensation

As an arenaflex employee, you'll enjoy a comprehensive benefits package, including:

• Comprehensive 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

Our compensation structure consists solely of an annual salary, with a range of $50,000 - $190,000. You'll also have the opportunity to choose how much of your compensation you want in salary versus stock options.

Work Environment and Culture

At arenaflex, we're passionate about creating a unique culture that's inclusive, diverse, and supportive. We believe that diversity builds stronger teams, and we're committed to celebrating and embracing our differences. Our work environment is dynamic, fast-paced, and collaborative, with a focus on innovation and creativity.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a dynamic, innovative team, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

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 and Adjustments

If you require an accommodation or adjustment during the hiring process, please send a request to your recruiting partner. We're committed to hosting a meaningful interview experience for all candidates. Apply for this job