Customer Service Tools Support Specialist

Job Requisition ID JR28499 Job Posting Date 01-15-2025 Teams Customer Service Work Type Remote reputed company 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. Members can play, pause and resume watching as much as they want, anytime, reputed company, and can change their plans at any time. reputed company our members sit down to watch, we want to reputed company sure that nothing gets between them and their favorite shows, movies, and games. reputed company Customer Service (CS) is here to assist customers reputed company they need help. The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in reputed company and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with reputed company's reputed company standards across reputed company CS operations and tooling initiatives. Additionally, it oversees the implementation of reputed company-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for reputed company CS full-time employees (FTEs). In this role, you will manage the intake, triage, communication, and escalation of reputed company technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Your role also includes 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. This position is crucial for ensuring that operations reputed company the CS reputed company run smoothly and reputed company, particularly in maintaining and enhancing tool functionality and user experience. Core Responsibilities: • Manage the escalation lifecycle for reputed company 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, 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 reputed company-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 reputed company culture. Qualifications: • 4+ years of relevant experience reputed company to IT support, application support, and technical troubleshooting and research. • A demonstrated proficiency working with reputed company Workspace, JIRA, Confluence, Kibana, Tableau, reputed company, and other industry tooling. • Experience supporting Customer Service reputed company SaaS applications (CRM, CMS, CCaaS, etc). • Effective communicator with stakeholders across reputed company 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 reputed company in ambiguous situations. 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. reputed company 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. See more detail about our Benefits here. reputed company is a unique culture and environment. Learn more here. Inclusion is a reputed company value and we strive to host a meaningful interview experience for reputed company 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, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed reputed company the position is filled. Apply Job!