Join our team and make a real impact! We're seeking a highly skilled Customer Service Tools Support Specialist to join our team remotely. As a key member of our Customer Service Technology team, you will play a critical role in ensuring the smooth operation of our customer service tools and technologies.
About Netflix:
Netflix is a leading entertainment service with 283 million paid memberships in over 190 countries, offering a wide variety of TV series, films, and games across multiple genres and languages.
Job Summary:
The Customer Service Tools Support Specialist is responsible for managing the intake, triage, communication, and escalation of technical issues affecting customer support tools and technologies. You will collaborate closely with cross-functional teams, including Program Managers, CS Product Teams, CS Operations, and Engineering partners to resolve technical issues and enhance tool functionality.
Core Responsibilities:
- Manage the escalation lifecycle for technical issues affecting customer support tools and services, including intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes.
- Support user access inquiries and group policy management for CS tools.
- Provide IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues.
- Operate as a subject matter expert for CS tools and technologies.
- Manage support channel inquiries and ensure SLAs are met.
- Create and maintain runbooks and resource materials for CS tools support.
- Participate in on-call support rotation and flexible working hours to meet business needs.
Qualifications:
- 4+ years of relevant experience in IT support, application support, and technical troubleshooting and research.
- Proficiency in 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 stakeholders across all technical levels.
- Self-starter and fast learner who can work independently with impeccable judgment.
- Strong sense of curiosity and initiative to explore unknowns and thrive in ambiguous situations.
What We Offer:
Competitive salary ranging from $50,000 to $190,000, comprehensive benefits, including health plans, mental health support, 401(k) retirement plan with employer match, stock option program, disability programs, and more.
Apply Now to join our team and make a real impact!
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