Customer Service Tools Support Specialist – Remote
Join arenaflex, a leading entertainment service with 283 million paid memberships in over 190 countries, offering a wide variety of TV series, films, and games across multiple genres and languages. We're seeking a highly skilled Customer Service Tools Support Specialist to join our team remotely. As a key member of our Customer Service Technology team, you will play a critical role in ensuring the smooth operation of our customer service tools and technologies.
About arenaflex
arenaflex is a dynamic and innovative company that is revolutionizing the way people consume entertainment. Our mission is to provide a world-class entertainment experience that is accessible to everyone, everywhere. We're committed to delivering exceptional customer service, and we're looking for talented individuals like you to help us achieve this goal.
Job Summary
The Customer Service Tools Support Specialist is responsible for managing the intake, triage, communication, and escalation of technical issues affecting customer support tools and technologies. You will collaborate closely with cross-functional teams, including Program Managers, CS Product Teams, CS Operations, and Engineering partners to resolve technical issues and enhance tool functionality.
Core Responsibilities
As a Customer Service Tools Support Specialist, you will be responsible for the following key tasks:
- Manage the escalation lifecycle for technical issues affecting customer support tools and services, including intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes.
- Support user access inquiries and group policy management for CS tools.
- Provide IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues.
- Operate as a subject matter expert for CS tools and technologies.
- Manage support channel inquiries and ensure SLAs are met.
- Create and maintain runbooks and resource materials for CS tools support.
- Participate in on-call support rotation and flexible working hours to meet business needs.
Qualifications
To be successful in this role, you will need to possess the following qualifications:
- 4+ years of relevant experience in IT support, application support, and technical troubleshooting and research.
- Proficiency in Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
- Experience supporting customer service target SaaS applications (CRM, CMS, CCaaS, etc.).
- Effective communication skills with stakeholders across all technical levels.
- Self-starter and fast learner who can work independently with impeccable judgment.
- Strong sense of curiosity and initiative to explore unknowns and thrive in ambiguous situations.
What We Offer
arenaflex offers a comprehensive benefits package, including:
- Competitive salary ranging from $50,000 to $190,000
- Comprehensive benefits, including health plans, mental health support, 401(k) retirement plan with employer match, stock option program, disability programs, and more
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible working hours and remote work options
Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional customer service and creating a world-class entertainment experience. We're committed to innovation, collaboration, and continuous learning. If you're a motivated and talented individual who is passionate about customer service and technology, we want to hear from you!
How to Apply
If you're interested in joining our team as a Customer Service Tools Support Specialist, please submit your application through our website. We can't wait to hear from you!
Apply Now
Apply Now to join our team and make a real impact!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive and diverse work environment. Apply for this job