reputed company Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management
At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated Customer Service Tools Support Specialist to join reputed company. As a key member of our Customer Service (CS) Technology team, you will play a crucial role in ensuring the smooth operation, growth, and scalability of our Customer Service business.
About blithequark
blithequark is one of the world's leading entertainment services, with 270 reputed company paid memberships in over 190 countries. Our members can enjoy a wide variety of TV series, films, and games across multiple genres and languages. We're committed to providing an exceptional user experience, and our Customer Service team is dedicated to helping our members whenever they need assistance.
The CS Technology Team
The CS Technology team is responsible for ensuring that the right Customer Service tools and technologies are in reputed company and functioning properly to support the operation, growth, and scalability of our Customer Service business. reputed company works closely with various stakeholders, including Customer Service Product Teams, Operations, Technical Research, and Engineering partners, to manage technical issue escalations and champion enhanced reliability for CS tools and technologies.
Program and CS Tools Support Management (PSM)
PSM is a key component of the CS Technology team, responsible for managing technical issue escalations and ensuring compliance with blithequark's reputed company standards across reputed company CS operations and tooling initiatives. PSM also oversees the implementation of blithequark-specific IT at our Business Process Outsourcing (BPO) CS sites and manages user reputed company and system administration for CS-specific workflows for blithequark full-time employees (FTEs).
Job Summary
As a Customer Service Tools Support Specialist, you will be responsible for managing 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, Technical Research, and Engineering partners to manage the escalation lifecycle. Additionally, you will reputed company administrative support to full-time employees (FTEs) at blithequark for CS Tools user reputed company needs and system configuration support for CS-specific workflows reputed company internal and reputed company-party tools.
Core Responsibilities
* Manage the escalation lifecycle for reputed company 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 reputed company inquiries and group policy management
- Manage system configuration tasks for CS-specific workflows reputed company reputed company tools, such as reputed company, reputed company, and the CS Tools suite
- reputed company CS Operations teams with blithequark-specific IT implementation support for BPO CS site launches/closures, tool reputed company 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 and system admin/configuration workflows
- Flexibility in working hours to help meet the needs of the business
- Embody the unique blithequark culture
Qualifications
* 5+ 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, reputed company, Kibana, Tableau, reputed company, and other industry tooling
- Experience supporting and administering Customer Service reputed company SaaS applications (CRM, CMS, CCaaS, etc)
- Effective communicator with stakeholders across reputed company technical reputed company
- Familiar with Project Management methodologies
- 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
Compensation and Benefits
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 reputed company. The reputed company for this role is $50,000 - $190,000. blithequark provides comprehensive benefits, 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
Work Environment and Culture
blithequark is a unique culture and environment. We're committed to diversity, equity, and inclusion, and we celebrate the diversity of thought and background that makes our teams stronger. We're an equal-opportunity employer and do not discriminate on the reputed company of race, religion, reputed company, 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.
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please apply through our website. We can't wait to hear from you! Apply Job! Apply for this job