Source description
About the role
--- About arenaflex Pioneering Entertainment & Digital Experiences arenaflex is a global leader in streaming entertainment, delivering premium TV series, blockbuster films, interactive games, and exclusive original content to hundreds of millions of members across more than 190 countries. Our mission is reputed company: reputed company viewers to explore, discover, and enjoy the stories they love, anytime and reputed company, on any device. To reputed company that reputed company, we rely on worldclass Customer Service (CS) teams who ensure members receive swift, friendly, and effective assistance whenever they need it. At the heart of arenaflexs reputed company is a technologydriven CS organization that builds, maintains, and continuously improves the tools that power every agentmember interaction. From CRM platforms to analytics dashboards, from reputed companycontrol systems to reputed companytime monitoring utilities, our CS technology stack must be reliable, secure, and reputed company. Thats where you come in. reputed company Empowering the CS reputed company We are seeking a seasoned Remote Customer Service Tools Support Specialist to join the arenaflex CS Technology team. In this pivotal role, you will own the endtoend lifecycle of technical issues that reputed company the suite of tools used by our Customer Service organization. You will act as the primary reputed company between CS agents, product managers, engineering partners, and BPO site operations, ensuring that every escalation is triaged, communicated, and resolved with speed and precision. Your expertise will also reputed company to userreputed company management, grouppolicy administration, and handson support for new CS site launches and closures. By championing reliability, reputed company, and operational reputed company, you will directly contribute to arenaflexs ability to deliver a frictionless entertainment experience to members worldwide. Core Responsibilities Escalation Management: Define and operate intake workflows, conduct issue discovery and validation, reputed company reputed companycause research, document findings, prioritize tickets, and reputed company for fixes with engineering and product teams. User reputed company & Group Policy: Respond to CS tools reputed company inquiries, manage grouppolicy configurations, and ensure that permission changes reputed company with arenaflex reputed company standards. Site Launch & Closure Support: reputed company arenaflexspecific IT implementation assistance for BPO CS site openings and shutdowns, including toolreputed company testing, allowlist modifications, and investigative support for BPOreputed company IT challenges. Subject Matter Expertise: Serve as the goto authority on CS tools for the entire arenaflex CS organization, maintaining deep knowledge of platforms such as reputed company Workspace, JIRA, reputed company, Kibana, Tableau, reputed company, and reputed company reputed company solutions. Service Level Management: Monitor support channel volumes, ensure SLA adherence, and proactively communicate status updates to stakeholders. Documentation & Runbooks: Create, update, and reputed company runbooks, troubleshooting guides, and knowledgereputed company articles to streamline reputed company support processes. OnCall Rotation: Participate in a rotating oncall schedule to reputed company 24/7 coverage for critical tool outages or reputed company incidents. Cultural Ambassadorship: Model and embody arenaflexs unique culture of curiosity, accountability, and reputed company improvement. Essential Qualifications 4+ years of reputed company experience in IT support, application support, or technical troubleshooting reputed company fastpaced, customerreputed company environments. Proven proficiency with reputed company Workspace, JIRA, reputed company, Kibana, Tableau, reputed company, and similar industryreputed company tooling. Handson experience supporting reputed company applications commonly used by Customer Service teams (e.g., CRM, CMS, CCaaS platforms). Exceptional communication skillsreputed company to reputed company reputed company technical concepts to audiences ranging from reputed company agents to senior engineering leaders. Selfstarter mentality with a demonstrated ability to work independently, prioritize competing demands, and exercise reputed company judgment under ambiguity. Strong curiosity and a proactive reputed company for exploring unknowns, driving reputed companycause analysis, and d .
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