At arenaflex, we're dedicated to delivering exceptional entertainment experiences to our members worldwide. As a Technical Support Specialist, Customer Service Tools, you'll play a vital role in ensuring our customer service operations run smoothly and efficiently. You'll be part of the Customer Service Technology team, responsible for managing technical issue escalations and championing enhanced reliability for customer service tools and technologies.
**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 the best-in-class TV series, documentaries, feature films, and games to our members. We're a unique culture and environment that values diversity, inclusion, and innovation. If you're passionate about technology, customer service, and entertainment, we want to hear from you.
**Key Responsibilities**
As a Technical Support Specialist, Customer Service Tools, your core responsibilities will include:
* Managing 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, and advocating for fixes to engineering partners and Customer Service Product.
* Supporting Customer Service Tools user access inquiries and group policy management.
* Managing system configuration tasks for Customer Service-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the Customer Service Tools suite.
* Providing 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.
* Operating as a Customer Service Tools subject matter expert for the Customer Service organization.
* Managing support channel inquiries and ensuring SLAs are met.
* Creating and maintaining runbooks and resource material pertaining to Customer Service Tools support and system admin/configuration workflows.
* Flexibility in working hours to help meet the needs of the business.
* Participating in an on-call support rotation.
**Essential Qualifications**
To succeed in this role, you'll need:
* 5+ 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 and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).
* Effective communication 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.
**Preferred Qualifications**
While not essential, the following qualifications would be beneficial:
* Experience working with arenaflex-specific tools and technologies.
* Knowledge of arenaflex's security standards and compliance requirements.
* Familiarity with arenaflex's IT infrastructure and architecture.
**Skills and Competencies**
To excel in this role, you'll need:
* Strong technical skills, including proficiency in IT support, application support, and technical troubleshooting and research.
* Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders across all technical levels.
* Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
* Ability to work independently and as part of a team, with a strong sense of initiative and self-motivation.
* Strong attention to detail and organizational skills, with the ability to manage multiple priorities and deadlines.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Technical Support Specialist, Customer Service Tools, you'll have access to:
* Ongoing training and development opportunities, including technical training, leadership development, and soft skills training.
* Mentorship and coaching from experienced colleagues and leaders.
* Opportunities for career advancement and professional growth within the company.
* A dynamic and supportive work environment that encourages innovation, creativity, and collaboration.
**Work Environment and Company Culture**
arenaflex is a unique culture and environment that values diversity, inclusion, and innovation. We're committed to creating a workplace that's inclusive, supportive, and empowering for all employees. As a Technical Support Specialist, Customer Service Tools, you'll be part of a team that's passionate about delivering exceptional customer service and entertainment experiences.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive compensation package that includes:
* An annual salary, with a range of $50,000- $190,000.
* 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.
* Paid leave of absence programs, including vacation, holidays, and sick paid time off.
* Flexible time off for full-time salaried employees.
* Opportunities for professional growth and development, including training, mentorship, and career advancement.
**How to Apply**
If you're passionate about technology, customer service, and entertainment, and you're looking for a challenging and rewarding career opportunity, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams.