At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated Customer Service Tools Support Specialist to join our team. As a key member of the Customer Service Technology team, you'll play a critical role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, enabling us to deliver exceptional experiences to our members.
**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 the world, and we're committed to delivering a wide range of TV series, films, and games across various genres and languages. With a focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the entertainment industry.
**The CS Technology Team**
The CS Technology team 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. Our team is dedicated to delivering exceptional experiences to our members, and we're looking for a talented individual to join us in this mission.
**Program and CS Tools Support Management (PSM)**
PSM is a key component of the CS Technology team, responsible for managing technical issue escalations and championing enhanced reliability for CS tools and technologies. We ensure compliance with arenaflex's security standards across all CS operations and tooling initiatives, oversee the implementation of arenaflex-specific IT at our BPO CS sites, and manage user access and system administration for CS-specific workflows for arenaflex CS full-time employees (FTEs).
**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, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and 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, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer 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 committed to creating a workplace that's inclusive, diverse, and supportive of all employees. We believe that diversity builds stronger teams, and we're dedicated to fostering an environment that encourages creativity, innovation, and collaboration.
**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.
**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. 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 a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
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