**Experienced Customer Service Tools Support Specialist – CS Tools and Technology Management**

At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a talented Customer Service Tools Support Specialist to join our Customer Service team. As a key member of our CS Technology team, you'll play a crucial role in ensuring the smooth operation of our Customer Service business by managing technical issues affecting our CS tools and technologies. **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 providing an exceptional experience for our members. With a focus on innovation, creativity, 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 customer experiences, and we're looking for a talented individual to join our ranks. **Key Responsibilities** As a Customer Service Tools Support Specialist, you'll be responsible for managing the escalation lifecycle for all 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. * Supporting CS Tools user access inquiries and group policy management. * Providing CS Operations teams with Netflix-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. * Operating as a CS Tools subject matter expert for the CS organization. * Managing support channel inquiries and ensuring SLAs are met. * Creating and maintaining runbooks and resource material pertaining to CS Tools support. * Flexibility in working hours to help meet the needs of the business. * Participating in an oncall support rotation. * Embodying the unique arenaflex culture. **Qualifications** To be successful in this role, you'll need: * 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 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. **Why Join arenaflex?** At arenaflex, we offer a comprehensive benefits package, including: * Comprehensive 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 * Flexible time off for full-time salaried employees **Compensation** Our compensation structure consists solely of an annual salary, with a range of $50,000 - $190,000. You'll have the flexibility to choose how much of your compensation you want in salary versus stock options. **Inclusion and Diversity** arenaflex is committed to creating a diverse and inclusive workplace. We celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and 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 passionate about delivering exceptional customer experiences and want to join a dynamic team, apply now! We're an equal-opportunity employer, and we celebrate diversity. 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. **Apply Now!** Apply Job! **Note:** This job posting is open for no less than 7 days and will be removed when the position is filled. Apply for this job