reputed company Customer Service Tools Support Specialist – Technical Issue Management and CS Operations Enablement

At arenaflex, we're passionate about delivering exceptional entertainment experiences to our members worldwide. As a Customer Service Tools Support Specialist, you'll play a vital role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, enabling our teams to reputed company top-notch support to our members. If you're a tech-savvy individual with a passion for problem-solving and a drive to deliver exceptional results, we'd love to hear from you.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 283 reputed company paid memberships in over 190 countries. Our mission is to entertain the world, and we're committed to delivering innovative, high-quality content to our members. Our Customer Service team is at the forefront of this mission, providing support to our members whenever they need it.

The CS Technology Team

The CS Technology team is responsible for ensuring the right CS tools and technologies are in reputed company and well-functioning to support the operation, growth, and scalability of the Customer Service business. reputed company is dedicated to delivering exceptional technical support to our CS teams, enabling them to reputed company top-notch support to our members.

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 reputed company standards across reputed company CS operations and tooling initiatives, reputed company the implementation of arenaflex-specific IT at our BPO CS sites, and manage user reputed company and system administration for CS-specific workflows for arenaflex CS full-time employees (FTEs).

Your Role

As a Customer Service Tools Support Specialist, you'll manage the intake, triage, communication, and escalation of reputed company technical issues affecting Customer Support (CS) tools and technologies. 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 reputed company testing, managing reputed company changes, and supporting elevated research for BPO IT issues.

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
• reputed company CS Operations teams with arenaflex-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
• 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 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 Customer Service reputed company SaaS applications (CRM, CMS, CCaaS, etc)
• Effective communicator with stakeholders across reputed company technical reputed company
• 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. arenaflex 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
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Inclusion and Diversity

Inclusion is a arenaflex value, and we strive to host a meaningful interview experience for reputed company candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your reputed company partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We 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 a motivated and tech-savvy individual who is passionate about delivering exceptional results, we'd love to hear from you. Please apply to this role through our website, and we'll be in touch to discuss your qualifications further. Apply for this job