Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management
Are you a highly skilled and motivated individual with a passion for delivering exceptional customer experiences? Do you have a knack for technical troubleshooting and a keen eye for detail? If so, we may have the perfect opportunity for you at blithequark. As an Experienced Customer Service Tools Support Specialist, you will play a critical role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, providing top-notch support to our customers and internal stakeholders alike.
About blithequark
At blithequark, we are dedicated to providing the best possible entertainment experience to our members. With over 283 million paid memberships in over 190 countries, we are one of the world's leading entertainment services. Our mission is to make sure that nothing gets between our members and their favorite shows, movies, and games. To achieve this, we have a team of talented professionals working together to deliver exceptional customer experiences.
The CS Technology Team
The CS Technology team is a key component of our Customer Service organization, 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. As a member of this team, you will be working closely with our Program and CS Tools Support Management (PSM) team, who manage technical issue escalations and champion enhanced reliability for CS tools and technologies.
Key Responsibilities
As an Experienced Customer Service Tools Support Specialist, your key responsibilities will include:
- 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 blithequark culture.
Qualifications
To be successful in this role, you will need to possess the following 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
At blithequark, we offer a comprehensive compensation structure that includes an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. Our salary range for this role is $50,000 - $190,000. We also provide a range of benefits, 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 for full-time salaried employees
Work Environment and Culture
At blithequark, we pride ourselves on our unique culture and environment. We are a company that values diversity, inclusion, and employee well-being. Our work environment is collaborative, dynamic, and fast-paced, with a focus on delivering exceptional customer experiences. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees.
How to Apply
If you are a motivated and experienced individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
Equal Opportunity Employer
blithequark is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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.
Job Type
This is a remote work opportunity, with flexibility in working hours to help meet the needs of the business.
Job Posting Date
01-15-2025
Job Requisition ID
JR28499
Teams
Customer Service
Work Type
Remote We look forward to hearing from you and exploring how you can contribute to our mission of delivering exceptional customer experiences at blithequark. Apply for this job