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 and make a real impact.
About arenaflex
arenaflex is a dynamic and innovative company that is revolutionizing the way people consume entertainment. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences to our members. Our team is passionate about creating a culture of excellence, and we're looking for like-minded individuals to join us on this exciting journey.
Job Summary
The Customer Service Tools Support Specialist is a critical role within our Customer Service Technology team, responsible for ensuring the smooth operation of our customer service tools and technologies. As a key member of our team, you will play a vital part in managing the intake, triage, communication, and escalation of technical issues affecting customer support tools and services. 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, your key responsibilities will include:
- Managing 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.
- Supporting user access inquiries and group policy management for CS tools.
- Providing IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues.
- Operating as a subject matter expert for CS tools and technologies.
- Managing support channel inquiries and ensuring SLAs are met.
- Creating and maintaining runbooks and resource materials for CS tools support.
- Participating in on-call support rotation and flexible working hours to meet business needs.
Qualifications
To be successful in this role, you will need:
- 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
As a valued member of our team, you can expect:
- 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.
- Access to cutting-edge technology and tools.
- Recognition and rewards for outstanding performance.
Why Join arenaflex?
At arenaflex, we're passionate about creating a culture of excellence and innovation. We believe in empowering our employees to take ownership of their work and make a real impact. Our team is diverse, inclusive, and committed to delivering exceptional experiences to our members. 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 ready to join a dynamic and innovative company that is revolutionizing the entertainment industry, apply now to become a Customer Service Tools Support Specialist at arenaflex. Don't miss this opportunity to make a real impact and join our team of passionate and talented individuals. Apply Now: [insert link] We can't wait to hear from you! Apply for this job