Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management

At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled Customer Service Tools Support Specialist to join our team. As a key member of our Customer Service organization, you'll play a crucial role in ensuring that our customers have an exceptional experience with our tools and technologies.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. We're passionate about delivering a wide variety of genres and languages to our members, and we're committed to making sure that nothing gets between them and their favorite shows, movies, and games. Our Customer Service team is dedicated to assisting customers when they need help, and we're looking for a talented individual to join our team and help us achieve our goals.

The CS Technology Team

The CS Technology team is part of the CS organization and is responsible for ensuring that the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business. Our team is made up of talented individuals who are passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is eager to contribute to our success.

Program and CS Tools Support Management (PSM)

PSM is a key component of the CS Technology team, and it's responsible for 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 it oversees the implementation of arenaflex-specific IT at our BPO CS sites. The team also manages user access and system administration for CS-specific workflows for arenaflex CS full-time employees.

Job Summary

As a Customer Service Tools Support Specialist, you'll be responsible for managing the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You'll collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Your role will also include supporting CS Operations by providing administrative and IT support during the launch and closure phases of a CS Site, handling IT tooling and access testing, managing access changes, and supporting elevated research for BPO IT issues.

Core 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 + 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

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $190,000. arenaflex provides comprehensive benefits, including:

• 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
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Work Environment and Culture

arenaflex is a unique culture and environment. We're passionate about delivering exceptional customer experiences, and we're committed to making sure that our employees have the resources and support they need to succeed. Our team is made up of talented individuals who are passionate about their work, and we're looking for someone who shares our values and is eager to contribute to our success.

Inclusion and Diversity

Inclusion is a arenaflex value, and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and are eager to join a talented team, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Job! Apply for this job