Technical Support Specialist, Customer Service Tools

Netflix is a company dedicated to entertaining the world through innovative storytelling and technology. They are seeking a Technical Support Specialist to manage technical issues related to Customer Service tools, ensuring smooth operations and enhancing tool functionality. The role involves collaboration with various teams to address escalations and improve user experience.

Responsibilities:

• Manage the escalation lifecycle for all technical issues affecting users of Customer Service Tools and services. This includes issue discovery and validation, research, documentation, prioritization, and communication. Additionally, it involves advocating for fixes to engineering partners, third-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues
• Support CS Tools user access inquiries and group access policy management
• Provide CS Operations teams with research support on BPO IT issues impacting agents and tooling
• Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site onboarding, etc
• 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 user admin workflows
• Flexibility in working hours to help meet the needs of the business
• Participate in an oncall support rotation
• Embody the unique Netflix culture

Requirements:

• 5+ years of relevant experience related to IT support, application support, technical troubleshooting, and issues 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