Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management

At arenaflex, we're revolutionizing the way people enjoy entertainment, and our Customer Service (CS) team is at the forefront of this revolution. As a Customer Service Tools Support Specialist, you'll play a critical role in ensuring that our customers have an exceptional experience with our tools and technologies. If you're passionate about delivering top-notch support, have a knack for technical troubleshooting, and thrive in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. Our mission is to entertain the world, and we're committed to delivering an unparalleled viewing experience to our customers. With a diverse range of TV series, films, and games, we're constantly pushing the boundaries of innovation and creativity.

The CS Technology Team

The CS Technology team is a key component of the CS organization, responsible for ensuring that the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business. Our team is passionate about delivering exceptional support to our customers, and we're looking for a talented individual to join our ranks.

Program and CS Tools Support Management (PSM)

PSM is a key component of the CS Technology team, responsible for managing technical issue escalations and championing enhanced reliability for CS tools and technologies. PSM ensures compliance with arenaflex's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of arenaflex-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for arenaflex CS full-time employees (FTEs).

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 (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Your role also includes 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. This includes: + Defining intake workflows + Issue discovery and validation + Research + Documentation + Prioritization + Communication + 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
• 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

What We Offer

* Comprehensive benefits package, 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
• Flexible time off for full-time salaried employees
• Annual salary range of $50,000 - $190,000, with the option to choose how much of your compensation you want in salary versus stock options
• Opportunity to work with a diverse and talented team of professionals
• Collaborative and dynamic work environment
• Professional development and growth opportunities

What We're Looking For

* A passionate and customer-focused individual who is committed to delivering exceptional support

• A strong technical background, with experience in IT support, application support, and technical troubleshooting and research
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders across all technical levels
• A self-starter who is able to work independently while using impeccable judgment
• A strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations

How to Apply

If you're a motivated and talented individual who is passionate about delivering exceptional support, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing 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. 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 want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. Apply for this job