Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management
At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. As a leading entertainment services provider, we're committed to innovation, creativity, and pushing the boundaries of what's possible. Our Customer Service (CS) team is at the forefront of this mission, working tirelessly to ensure that our members receive the support they need to enjoy their favorite shows, movies, and games.
As an Experienced Customer Service Tools Support Specialist, you'll play a critical role in managing the technical issues that affect our CS tools and technologies. You'll collaborate closely with our CS Technology team, CS Product Teams, CS Operations, Technical Research, and Engineering partners to ensure that our operations run smoothly and efficiently. Your expertise will be essential in maintaining and enhancing tool functionality and user experience, making you a valuable asset to our team.
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, inform, and inspire our members, and we're committed to delivering exceptional customer experiences that meet their evolving needs. With a diverse range of genres and languages, we offer something for everyone, and our members can play, pause, and resume watching as much as they want, anytime, anywhere.
The CS Technology Team
The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. Our team is dedicated to delivering innovative solutions that meet the evolving needs of our members, and we're passionate about staying ahead of the curve in terms of technology and best practices.
Program and CS Tools Support Management (PSM)
PSM is a key component of the CS Technology team, 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, and oversees the implementation of arenaflex-specific IT at our BPO CS sites. Our team also manages user access and system administration for CS-specific workflows for arenaflex CS full-time employees (FTEs).
Core Responsibilities
As an Experienced Customer Service Tools Support Specialist, your core responsibilities will include:
* 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.
* 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.
* Flexibility in working hours to help meet the needs of the business.
* Participating in an oncall support rotation.
* Embodying the unique arenaflex culture.
Qualifications
To be successful in this role, you'll need:
* 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 communication 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 comprehensive compensation structure, including an annual salary, with a range of $50,000 - $190,000. You'll also have the opportunity to choose how much of your compensation you want in salary versus stock options. Our benefits package includes:
* 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 for full-time salaried employees
Work Environment and Culture
arenaflex is a unique culture and environment that values innovation, creativity, and collaboration. We're committed to delivering exceptional customer experiences and are passionate about staying ahead of the curve in terms of technology and best practices. Our team is diverse and inclusive, and we celebrate diversity, recognizing that diversity builds stronger teams.
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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, and 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.
Job Openings
This job is open for no less than 7 days and will be removed when the position is filled. We're excited to hear from you and look forward to discussing this opportunity further.