At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a skilled Customer Service Tools Support Specialist to join our CS Technology team. As a key member of our team, you'll play a crucial role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, providing exceptional support to our customers, and contributing to the growth and scalability of our CS business.
**About arenaflex**
arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. We're passionate about delivering an unparalleled viewing experience to our customers, and our CS team is dedicated to making that happen. With a focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a workplace that's both challenging and rewarding.
**The CS Technology Team**
Our CS Technology team is 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. We're a dynamic team that's passionate about delivering exceptional customer experiences, 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 be responsible for managing 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, Technical Research, and Engineering partners to manage the escalation lifecycle. Your role will also include 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, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and 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**
* Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options.
* The range for this role is $50,000 - $190,000.
* 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 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
**Work Environment and Culture**
* arenaflex is a unique culture and environment that values innovation, customer satisfaction, and employee well-being.
* We're committed to creating a workplace that's both challenging and rewarding, with opportunities for growth and development.
* Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is eager to contribute to our success.
**How to Apply**
If you're a motivated and experienced 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 perfect fit 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, 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 Open for 7 Days**
This job is open for no less than 7 days and will be removed when the position is filled.
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