At arenaflex, we're revolutionizing the way people enjoy their favorite 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 Technology team, you'll play a vital role in ensuring the smooth operation of our customer service tools and technologies, driving efficiency, and excellence in our customer service framework.
**About arenaflex**
arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Our mission is to entertain the world, and we're committed to delivering exceptional customer experiences that exceed our members' expectations.
**The Customer Service Technology Team**
The Customer Service Technology team is responsible for ensuring the right customer service 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 passionate about delivering innovative solutions that drive customer satisfaction and loyalty.
**Program and CS Tools Support Management (PSM)**
PSM is a key component of the Customer Service Technology team, managing technical issue escalations and championing enhanced reliability for customer service tools and technologies. PSM ensures compliance with arenaflex's security standards across all customer service operations and tooling initiatives. Additionally, it oversees the implementation of arenaflex-specific IT at our Business Process Outsourcing (BPO) customer service sites and manages user access and system administration for customer service-specific workflows for arenaflex full-time employees (FTEs).
**Job Summary**
As a Customer Service Tools Support Specialist, you will manage the intake, triage, communication, and escalation of all technical issues affecting customer service tools and technologies. You will collaborate closely with PSM Program Managers, Customer Service Product Teams, Customer Service Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Your role also includes supporting Customer Service Operations by providing administrative and IT support during the launch and closure phases of a customer service 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 Customer Service organization. This includes:
+ Defining intake workflows
+ Issue discovery and validation
+ Research
+ Documentation
+ Prioritization
+ Communication
+ Advocating for fixes to engineering partners and Customer Service Product
* Support Customer Service Tools user access inquiries and group policy management
* Provide Customer Service Operations teams with arenaflex-specific IT implementation support for BPO customer service site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling
* Operate as a Customer Service Tools subject matter expert for the Customer Service organization
* Manage support channel inquiries and ensure Service Level Agreements (SLAs) are met
* Create and maintain runbooks and resource material pertaining to Customer Service Tools support
* Flexibility in working hours to help meet the needs of the business
* Participate in an on-call 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**
arenaflex offers a competitive annual salary, ranging from $50,000 to $190,000, depending on your specific job family, background, skills, and experience. You choose each year how much of your compensation you want in salary versus stock options. Our compensation structure consists solely of an annual salary; we do not have bonuses.
We also offer 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 that values diversity, inclusion, and innovation. We're committed to creating a workplace that's welcoming, inclusive, and supportive of all employees. Our culture is built on the principles of:
* Empowerment: We empower our employees to take ownership of their work and make decisions that drive results.
* Collaboration: We collaborate with our colleagues to achieve common goals and deliver exceptional customer experiences.
* Innovation: We encourage innovation and experimentation to drive growth and improvement.
* Diversity and Inclusion: We celebrate diversity and inclusion, recognizing that diversity builds stronger teams.
**How to Apply**
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to hearing from you.