Experienced Customer Service Tools Support Specialist – Technical Troubleshooting, IT Support, and Customer Experience Enhancement

Introduction to arenaflex

arenaflex is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 283 million paid memberships across 190 countries. Our mission is to provide an unparalleled customer experience, ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. To achieve this, we have a dedicated Customer Service (CS) team that provides support to our members whenever they need it.

About the Customer Service Technology Team

The CS Technology team is a vital part of the CS organization, responsible for ensuring that the right CS tools and technologies are in place to support the operation, growth, and scalability of the Customer Service business. The Program and CS Tools Support Management (PSM) team, a key component of the CS Technology team, manages technical issue escalations, champions enhanced reliability for CS tools and technologies, and ensures compliance with arenaflex's security standards across all CS operations and tooling initiatives.

Job Overview

We are seeking an experienced Customer Service Tools Support Specialist to join our PSM team. As a Customer Service Tools Support Specialist, you will play a critical role in managing the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle and ensure that operations within the CS framework run smoothly and efficiently.

Key Responsibilities

• Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization, including 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.
• Demonstrate flexibility in working hours to help meet the needs of the business.
• Participate in an on-call support rotation.
• Embody the unique arenaflex culture.

Essential 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.

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with a strong focus on customer experience.
• Knowledge of IT service management frameworks and methodologies (e.g., ITIL).
• Experience with cloud-based technologies and SaaS applications.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Technical skills: Proficiency in IT support, application support, and technical troubleshooting and research, with experience working with a range of technologies and tools.
• Communication skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• Problem-solving skills: Strong analytical and problem-solving skills, with the ability to think critically and outside the box.
• Collaboration skills: Ability to work collaboratively with cross-functional teams, including CS Product Teams, CS Operations, Technical Research, and Engineering partners.
• Adaptability: Flexibility in working hours and ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Tools Support Specialist, you will have the opportunity to work with a range of technologies and tools, develop your technical skills, and build strong relationships with stakeholders at all levels. You will also have access to a range of training and development programs, including:

• Technical training and certification programs.
• Leadership development programs.
• Mentorship and coaching opportunities.
• Opportunities to work on special projects and initiatives.

Work Environment and Company Culture

arenaflex is a unique and dynamic company that values innovation, creativity, and collaboration. Our company culture is built around a set of core values, including:

• Inclusion: We strive to create a workplace that is inclusive and welcoming to all employees, regardless of their background, culture, or identity.
• Diversity: We believe that diversity is essential to our success, and we are committed to building a workforce that reflects the diversity of our members and the communities we serve.
• Collaboration: We believe in the power of collaboration and teamwork, and we encourage our employees to work together to achieve common goals.
• Innovation: We are a company that is always looking to the future, and we encourage our employees to think creatively and develop new ideas and solutions.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including an annual salary range of $50,000 - $190,000. We also offer a range of perks and 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.

Conclusion

If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for the Customer Service Tools Support Specialist role at arenaflex. This is a unique opportunity to join a dynamic and innovative company that is committed to providing an unparalleled customer experience. With a competitive compensation package, a range of perks and benefits, and opportunities for growth and development, this is a role that is not to be missed.

Apply now to join our team and help us shape the future of entertainment!