At arenaflex, we're revolutionizing the way people consume entertainment, and our Customer Service (CS) team is at the forefront of delivering exceptional experiences to our members. As a key member of the CS Technology team, you'll play a vital role in ensuring the smooth operation of our CS tools and technologies, enabling our team to focus on what matters most – providing top-notch support 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 innovative, high-quality content that resonates with diverse audiences. With a culture that values creativity, collaboration, and inclusivity, we're a place where talented individuals can grow, learn, and thrive.
**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 passionate about delivering exceptional experiences to our members, and we're looking for a skilled and dedicated individual to join our ranks.
**Program and CS Tools Support Management (PSM)**
PSM is a key component of the CS Technology team, 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 an Experienced 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. 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 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.
**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
+ 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
**What We Offer**
* Competitive annual salary range: $50,000 - $190,000
* Comprehensive benefits package, including:
+ 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
* Opportunity to work with a talented and diverse team
* Collaborative and inclusive work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**Why Join arenaflex?**
* arenaflex is a unique culture and environment that values creativity, collaboration, and inclusivity
* We're a place where talented individuals can grow, learn, and thrive
* Our team is passionate about delivering exceptional experiences to our members
* We're committed to diversity, equity, and inclusion, and we celebrate the diversity of our team members
* We offer a comprehensive benefits package and competitive compensation
**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 look forward to hearing from you!
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