Introduction to arenaflex
arenaflex is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 283 million paid memberships in more than 190 countries. Our members enjoy unparalleled flexibility, with the ability to play, pause, and resume watching their favorite content anytime, anywhere. At arenaflex, we strive to provide an exceptional customer experience, ensuring that our members can effortlessly access and enjoy their preferred content without interruptions.
About the Role
We are seeking an experienced Customer Service Tools Support Specialist to join our Customer Service Technology team. As a key member of the Program and CS Tools Support Management (PSM) team, you will play a vital role in managing technical issue escalations, ensuring the reliability and efficiency of our customer service tools and technologies. Your expertise will be instrumental in maintaining and enhancing the functionality and user experience of our CS tools, ultimately contributing to the success of our customer support operations.
Key Responsibilities
- Manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies, collaborating closely with PSM Program Managers, CS Product Teams, CS Operations, Technical Research, and Engineering partners.
- Support 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.
- Operate as a CS Tools subject matter expert for the CS organization, providing guidance and support to ensure the smooth operation of our customer service tools and technologies.
- Manage support channel inquiries, ensuring that Service Level Agreements (SLAs) are met, and create and maintain runbooks and resource materials pertaining to CS Tools support.
- Participate in an on-call support rotation, demonstrating flexibility in working hours to meet the needs of the business.
Essential Qualifications
- 4+ years of relevant experience in IT support, application support, and technical troubleshooting and research.
- Demonstrated proficiency in 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 skills, with the ability to interact with stakeholders across all technical levels.
- Self-starter and fast learner, capable of working independently while using impeccable judgment.
- Strong sense of curiosity and initiative, with the ability to explore unknowns and thrive in ambiguous situations.
Preferred Qualifications
- Experience working in a customer-facing environment, with a deep understanding of customer support operations and the importance of providing exceptional service.
- Familiarity with IT service management frameworks, such as ITIL.
- Knowledge of cloud-based technologies and experience working with cloud-based customer service tools.
- Experience with data analysis and reporting tools, such as Tableau or Power BI.
Skills and Competencies
To succeed in this role, you will need to possess a unique combination of technical, business, and interpersonal skills. These include:
- Technical expertise in IT support, application support, and technical troubleshooting and research.
- Excellent communication and interpersonal skills, with the ability to interact with stakeholders across all technical levels.
- Strong problem-solving and analytical skills, with the ability to think critically and outside the box.
- Ability to work independently and as part of a team, with a strong sense of collaboration and teamwork.
- Flexibility and adaptability, with the ability to thrive in a fast-paced and dynamic environment.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Tools Support Specialist, you will have access to a range of training and development programs, including:
- Technical training and certification programs, such as ITIL or cloud-based technologies.
- Leadership development programs, designed to help you develop your skills and expertise as a leader.
- Networking opportunities, with the chance to connect with other professionals in the industry.
- Access to a range of online courses and resources, including LinkedIn Learning and other online platforms.
Work Environment and Company Culture
arenaflex is a unique and dynamic company, with a culture that is built on innovation, collaboration, and mutual respect. We are committed to providing a work environment that is inclusive, supportive, and empowering, with a range of benefits and perks designed to help you thrive. These include:
- Flexible working hours and remote work options, allowing you to balance your work and personal life.
- Comprehensive benefits package, including health insurance, retirement savings, and stock options.
- Access to a range of wellness programs, including mental health support and fitness classes.
- Opportunities for socializing and networking, with a range of company-sponsored events and activities.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, with a range of benefits and perks designed to attract and retain top talent. These include:
- Annual salary range of $50,000 - $190,000, depending on experience and qualifications.
- Comprehensive benefits package, including health insurance, retirement savings, and stock options.
- Flexible working hours and remote work options, allowing you to balance your work and personal life.
- Access to a range of wellness programs, including mental health support and fitness classes.
Conclusion
If you are a motivated and experienced technical professional, with a passion for customer service and a desire to work in a dynamic and innovative environment, we encourage you to apply for this exciting opportunity. As a Customer Service Tools Support Specialist at arenaflex, you will have the chance to make a real difference in the lives of our customers, while developing your skills and expertise in a range of areas. Don't miss out on this opportunity to join our team and contribute to the success of arenaflex – apply today!