Technical Support Specialist, Customer Service Tools – arenaflex
At arenaflex, we're revolutionizing the way people consume entertainment. With over 283 million paid memberships in over 190 countries, we're committed to providing an unparalleled viewing experience. As a Technical Support Specialist, Customer Service Tools, you'll play a vital role in ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. You'll be part of the arenaflex Customer Service (CS) organization, working closely with the CS Technology team to develop and implement cutting-edge tools and technologies that support the growth and scalability of our Customer Service business.
About arenaflex
arenaflex is a global entertainment company that's changing the way people watch, interact, and engage with content. We're passionate about creating a world where great stories can come from anywhere and be loved everywhere. With a commitment to innovation, inclusivity, and diversity, we're always looking for talented individuals who share our vision and values.
Key Responsibilities
As a Technical Support Specialist, Customer Service Tools, you'll be responsible for 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.
- Managing system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite.
- Providing 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.
- 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 and system admin/configuration workflows.
- Flexibility in working hours to help meet the needs of the business.
- Participating in an on-call support rotation.
- Embodying the unique arenaflex culture.
Essential Qualifications
* 5+ 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 and administering 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.
Preferred Qualifications
* Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.
- Strong analytical and problem-solving skills with the ability to think critically and creatively.
- Excellent written and verbal communication skills with the ability to articulate complex technical concepts to non-technical stakeholders.
- Experience with cloud-based technologies and platforms.
- Familiarity with arenaflex's products and services.
Compensation and Benefits
arenaflex offers a comprehensive compensation package that includes:
- An annual salary range of $50,000-$190,000, with the opportunity to choose how much of your compensation you want in salary versus stock options.
- Comprehensive benefits, 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, including 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
- Flexible time off for full-time salaried employees.
Work Environment and Culture
arenaflex is a unique culture and environment that values diversity, inclusivity, and creativity. We're committed to providing a workplace that's welcoming, supportive, and empowering for all employees. As a Technical Support Specialist, Customer Service Tools, you'll have the opportunity to work with a talented team of professionals who share your passion for innovation and customer service.
How to Apply
If you're passionate about customer service, technology, and innovation, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity 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.
Join the arenaflex Team
At arenaflex, we're committed to creating a world where great stories can come from anywhere and be loved everywhere. As a Technical Support Specialist, Customer Service Tools, you'll be part of a talented team that's passionate about innovation, customer service, and entertainment. We're excited to hear from you and explore how you can contribute to our mission. Apply now and join the arenaflex team! Apply for this job