Job Description
Introduction to arenaflex
arenaflex is one of the world's leading entertainment services, with a vast global presence and a commitment to delivering exceptional customer experiences. With millions of paid memberships across over 190 countries, our members enjoy a wide variety of genres and languages in TV series, films, and games. At arenaflex, we strive to make sure that nothing gets between our members and their favorite shows, movies, and games. Our Customer Service (CS) team plays a vital role in achieving this goal, and we are now seeking an experienced Customer Service Tools Support Specialist to join our team.
About the Role
The CS Technology team at arenaflex is responsible for ensuring that the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of our Customer Service business. As a Customer Service Tools Support Specialist, you will be part of the Program and CS Tools Support Management (PSM) team, which manages technical issue escalations and champions enhanced reliability for CS tools and technologies. Your primary focus will be on managing the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies.
Key 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 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.
- 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.
- Demonstrate flexibility in working hours to help meet the needs of the business.
- Participate in an on-call support rotation.
- Embody the unique arenaflex culture and values.
Qualifications and Requirements
To be successful in this role, you should have:
- 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.
- A self-starter mindset with the ability to work independently while using impeccable judgment.
- A strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
Essential Skills and Competencies
In addition to the qualifications listed above, the ideal candidate will possess:
- Strong technical troubleshooting and research skills.
- Excellent problem-solving and analytical skills.
- Ability to work in a fast-paced environment with multiple priorities and deadlines.
- Strong collaboration and teamwork skills.
- Adaptability and flexibility in response to changing business needs.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Tools Support Specialist, you will have access to a range of training and development opportunities, including:
- Technical training and certification programs.
- Leadership development programs.
- Mentorship and coaching opportunities.
- Cross-functional training and rotation programs.
Work Environment and Company Culture
arenaflex is a unique and dynamic work environment that values innovation, creativity, and collaboration. Our company culture is built on a foundation of:
- Inclusion and diversity.
- Open communication and transparency.
- Employee empowerment and autonomy.
- Continuous learning and development.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- An annual salary range of $50,000 - $190,000.
- A comprehensive benefits package, including 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, and life and serious injury benefits.
- Paid leave of absence programs.
- Flexible time off policies.
Conclusion
If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Tools Support Specialist position at arenaflex. As a member of our team, you will have the opportunity to make a real impact on our customers' experiences and contribute to the growth and success of our business. Apply now to join our dynamic and innovative team!
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