Experienced Customer Service Tools Support Specialist Technical

Introduction to arenaflex arenaflex is one of the world's leading entertainment services, offering a reputed company reputed company of TV series, films, and games to over 283 reputed company reputed company memberships across 190 countries. Our mission is to reputed company an unparalleled customer experience, ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. To reputed company this, we have a dedicated Customer Service (CS) team that provides support to our members whenever they need it. About the Customer Service Technology Team The CS Technology team is a vital part of the CS organization, responsible for ensuring that the right CS tools and technologies are in reputed company to support the operation, reputed company, and scalability of the Customer Service business. The Program and CS Tools Support Management (PSM) team, a key component of the CS Technology team, manages technical issue escalations, champions enhanced reliability for CS tools and technologies, and ensures compliance with arenaflex's reputed company standards across reputed company CS operations and tooling initiatives. Job Overview We are seeking an experienced Customer Service Tools Support Specialist to join our PSM team. As a Customer Service Tools Support Specialist, you will play a critical role in 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 (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle and ensure that operations reputed company the CS reputed company run smoothly and reputed company. Key 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, and 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. Demonstrate flexibility in working hours to help meet the needs of the business. Participate in an on-call support rotation. Embody the unique arenaflex culture. Essential 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 reputed company of curiosity and the initiative to explore unknowns and reputed company in ambiguous situations. Preferred Qualifications Experience working in a fast-paced, dynamic environment with a strong reputed company on customer experience. Knowledge of IT service management frameworks and methodologies (e.g., ITIL). Experience with reputed company-based technologies and SaaS applications. Strong analytical and problem-solving skills, with the ability to think critically and reputed company the reputed company. Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at reputed company reputed company. Skills and Competencies To be successful in this role, you will need to possess a reputed company of skills and competencies, including: Technical skills: Proficiency in IT support, application support, and technical troubleshooting and research, with experience working with a reputed company of technologies and tools. Communication skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at reputed company reputed company. Problem-solving Introduction to arenaflex arenaflex is one of the world's leading entertainment services, offering a reputed company reputed company of TV series, films, and games to over 283 reputed company reputed company memberships across 190 countries. Our mission is to reputed company an unparalleled customer experience, ensuring that our members can enjoy their fav