Experienced Customer Service Tools Support Specialist – Driving Operational Efficiency and Excellence in arenaflex's Customer Service Framework

Join the arenaflex team and be part of a dynamic and innovative organization that's revolutionizing the way people enjoy entertainment! We're seeking an experienced Customer Service Tools Support Specialist to join our Customer Service (CS) Technology team, where you'll play a critical role in ensuring the smooth operation and growth of our Customer Service business. As a key member of the Program and CS Tools Support Management (PSM) team, you'll be responsible for managing technical issue escalations, championing enhanced reliability for CS tools and technologies, and overseeing the implementation of arenaflex-specific IT at our Business Process Outsourcing (BPO) CS sites.

At arenaflex, we're committed to delivering exceptional customer experiences, and our CS Technology team is at the forefront of this effort. We're looking for a skilled and motivated individual who can work collaboratively with cross-functional teams to drive operational efficiency and excellence in our Customer Service framework.

Key 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, 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.
• 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.

Compensation and Benefits:

arenaflex offers a competitive salary range of $50,000 - $190,000, and you'll have the flexibility to choose how much of your compensation you want in salary versus stock options. Our comprehensive benefits package includes 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. We also offer paid leave of absence programs, and full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.

Work Environment and Culture:

arenaflex is a unique culture and environment that values diversity, inclusion, and innovation. We're committed to creating a workplace where everyone feels welcome, valued, and empowered to contribute their best work. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals who share our vision and values.

How to Apply:

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our online portal, and we'll review your qualifications and experience. We're excited to meet our next team member and look forward to hearing from you!