**Experienced Customer Service Tools Support Specialist – CS Tools Management and Technical Issue Escalation**
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 team. As a key member of the Customer Service (CS) Technology team, you'll play a critical role in ensuring the smooth operation of our CS tools and technologies, providing exceptional support to our customers, and driving business growth and scalability.
**About arenaflex**
arenaflex is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries. We're passionate about delivering an unparalleled viewing experience, and our Customer Service team is at the heart of this mission. With a focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a unique and inclusive culture that empowers our team members to thrive.
**The Role**
As a Customer Service Tools Support Specialist, you'll be responsible for managing the escalation lifecycle of technical issues affecting our CS tools and technologies. You'll work closely with our Program and CS Tools Support Management (PSM) team, CS Product Teams, CS Operations, Technical Research, and Engineering partners to ensure that our CS tools and technologies are running smoothly and efficiently.
**Core Responsibilities**
• **Technical Issue Escalation Management**: Define intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocacy for fixes to engineering partners and CS Product.
• **CS Tools User Access Support**: Manage user access inquiries and group policy management for CS Tools.
• **System Configuration Management**: Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite.
• **CS Operations Support**: Provide 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.
• **CS Tools Subject Matter Expertise**: Operate as a CS Tools subject matter expert for the CS organization.
• **Support Channel Management**: Manage support channel inquiries and ensure SLAs are met.
• **Runbook and Resource Creation**: Create and maintain runbooks and resource material pertaining to CS Tools support and system admin/configuration workflows.
• **Flexibility and Adaptability**: Demonstrate flexibility in working hours to help meet the needs of the business.
**Qualifications**
• **5+ Years of Relevant Experience**: 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research.
• **Technical Proficiency**: Demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
• **Customer Service Experience**: Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).
• **Effective Communication**: Effective communicator with stakeholders across all technical levels.
• **Project Management**: Familiar with Project Management methodologies.
• **Self-Starter and Fast Learner**: Self-starter and fast learner who can work independently while using impeccable judgment.
• **Curiosity and Initiative**: Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
**Compensation and Benefits**
arenaflex offers a competitive compensation structure, with an annual salary 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**: Comprehensive health insurance plans for you and your family.
• **Mental Health Support**: Access to mental health resources and support.
• **401(k) Retirement Plan**: Employer-matched 401(k) retirement plan.
• **Stock Option Program**: Stock option program for eligible employees.
• **Disability Programs**: Disability programs for employees and their families.
• **Health Savings and Flexible Spending Accounts**: Health savings and flexible spending accounts for medical expenses.
• **Family-forming Benefits**: Benefits for family-forming, including adoption and surrogacy support.
• **Life and Serious Injury Benefits**: Life and serious injury benefits for employees and their families.
• **Paid Leave of Absence Programs**: Paid leave of absence programs for eligible employees.
**Work Environment and Culture**
arenaflex is a unique culture and environment that values diversity, inclusion, and employee well-being. We're committed to creating a workplace that's inclusive, supportive, and empowering for all employees. Our culture is built on the principles of innovation, customer satisfaction, and employee empowerment.
**Diversity, Equity, and Inclusion**
arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity of thought and background 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.
**How to Apply**
If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**Apply Now**
Apply Job!
**About arenaflex**
arenaflex is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries. We're passionate about delivering an unparalleled viewing experience, and our Customer Service team is at the heart of this mission. With a focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a unique and inclusive culture that empowers our team members to thrive.
**The Role**
As a Customer Service Tools Support Specialist, you'll be responsible for managing the escalation lifecycle of technical issues affecting our CS tools and technologies. You'll work closely with our Program and CS Tools Support Management (PSM) team, CS Product Teams, CS Operations, Technical Research, and Engineering partners to ensure that our CS tools and technologies are running smoothly and efficiently.
**Core Responsibilities**
• **Technical Issue Escalation Management**: Define intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocacy for fixes to engineering partners and CS Product.
• **CS Tools User Access Support**: Manage user access inquiries and group policy management for CS Tools.
• **System Configuration Management**: Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite.
• **CS Operations Support**: Provide 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.
• **CS Tools Subject Matter Expertise**: Operate as a CS Tools subject matter expert for the CS organization.
• **Support Channel Management**: Manage support channel inquiries and ensure SLAs are met.
• **Runbook and Resource Creation**: Create and maintain runbooks and resource material pertaining to CS Tools support and system admin/configuration workflows.
• **Flexibility and Adaptability**: Demonstrate flexibility in working hours to help meet the needs of the business.
**Qualifications**
• **5+ Years of Relevant Experience**: 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research.
• **Technical Proficiency**: Demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
• **Customer Service Experience**: Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).
• **Effective Communication**: Effective communicator with stakeholders across all technical levels.
• **Project Management**: Familiar with Project Management methodologies.
• **Self-Starter and Fast Learner**: Self-starter and fast learner who can work independently while using impeccable judgment.
• **Curiosity and Initiative**: Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
**Compensation and Benefits**
arenaflex offers a competitive compensation structure, with an annual salary 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**: Comprehensive health insurance plans for you and your family.
• **Mental Health Support**: Access to mental health resources and support.
• **401(k) Retirement Plan**: Employer-matched 401(k) retirement plan.
• **Stock Option Program**: Stock option program for eligible employees.
• **Disability Programs**: Disability programs for employees and their families.
• **Health Savings and Flexible Spending Accounts**: Health savings and flexible spending accounts for medical expenses.
• **Family-forming Benefits**: Benefits for family-forming, including adoption and surrogacy support.
• **Life and Serious Injury Benefits**: Life and serious injury benefits for employees and their families.
• **Paid Leave of Absence Programs**: Paid leave of absence programs for eligible employees.
**Work Environment and Culture**
arenaflex is a unique culture and environment that values diversity, inclusion, and employee well-being. We're committed to creating a workplace that's inclusive, supportive, and empowering for all employees. Our culture is built on the principles of innovation, customer satisfaction, and employee empowerment.
**Diversity, Equity, and Inclusion**
arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity of thought and background 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.
**How to Apply**
If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**Apply Now**
Apply Job!