Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management
Are you a highly skilled and motivated individual with a passion for delivering exceptional customer service? Do you have a knack for technical troubleshooting and a keen eye for detail? If so, we may have the perfect opportunity for you at blithequark, a leading entertainment services company with a global presence.
About blithequark
blithequark 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 provide our members with the best possible entertainment experience, and we're committed to delivering exceptional customer service to support our growth and scalability.
The CS Technology Team
The CS Technology team is part of the CS organization and 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 now and in the future. As a key component of the CS Technology team, the Program and CS Tools Support Management (PSM) team manages technical issue escalations and champions enhanced reliability for CS tools and technologies.
The Role
In this exciting role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will 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, and advocating for fixes to engineering partners and CS Product.
- Support CS Tools user access inquiries and group policy management.
- Provide 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.
- 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 blithequark 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 of $50,000 - $190,000, with the option to choose how much of your compensation you want in salary versus stock options.
- Comprehensive benefits package, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
- Paid leave of absence programs, including 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
- Flexible time off for full-time salaried employees.
- Opportunities for career growth and professional development in a dynamic and innovative company.
- A unique and inclusive company culture that values diversity, equity, and inclusion.
Why Join blithequark?
* We're a leading entertainment services company with a global presence, offering a wide range of exciting opportunities for growth and development.
- We're committed to delivering exceptional customer service and providing our members with the best possible entertainment experience.
- We offer a comprehensive benefits package and competitive compensation structure.
- We're a dynamic and innovative company that values diversity, equity, and inclusion.
- We're committed to providing a safe and inclusive work environment for all employees.
How to Apply
If you're a motivated and experienced individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or references.
Equal Opportunity Employer
blithequark is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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.
Accommodations
If you require an accommodation or adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
Job Posting Date
01-15-2025
Job Type
Remote
Teams
Customer Service
Work Type
Remote
Job Requisition ID
JR28499 Apply for this job