Job Description
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Service Tools Support Specialist, you'll play a vital role in ensuring the smooth operation of our customer service tools and technologies, enabling our teams to provide top-notch support to our members. If you're passionate about technology, customer service, and collaboration, we want to hear from you. **About arenaflex** arenaflex is a leading entertainment services company, with over 283 million paid memberships in over 190 countries. We're committed to delivering a wide range of TV series, films, and games across various genres and languages. Our mission is to provide an unparalleled viewing experience, and our customer service team is at the forefront of making this happen. **The CS Technology Team** The CS Technology team is a key component of our customer service organization, responsible for ensuring the right tools and technologies are in place to support our business growth and scalability. The Program and CS Tools Support Management (PSM) team, part of the CS Technology team, manages technical issue escalations, champions enhanced reliability for CS tools and technologies, and oversees the implementation of Netflix-specific IT at our BPO CS sites. **Your Role** As a Customer Service Tools Support Specialist, you'll be responsible for managing the intake, triage, communication, and escalation of all technical issues affecting our customer service 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 involve 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:** arenaflex offers a competitive 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. Our comprehensive benefits package includes 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. We also offer paid leave of absence programs, with full-time hourly employees accruing 35 days annually for paid time off. **Work Environment and Culture:** arenaflex is a unique culture and environment, where diversity and inclusion are core values. We strive to host a meaningful interview experience for all candidates and celebrate diversity, recognizing that diversity builds stronger teams. We're an equal-opportunity employer and 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. **Ready to Join arenaflex?** If you're passionate about technology, customer service, and collaboration, and want to be part of a dynamic team that's shaping the future of entertainment, we want to hear from you. Apply now to become a Customer Service Tools Support Specialist at arenaflex. Apply for this job