**Customer Service Tools Support Specialist – Remote**

Join arenaflex, a leading entertainment service with 283 million paid memberships in over 190 countries, offering a wide variety of TV series, films, and games across multiple genres and languages. We're seeking a highly skilled Customer Service Tools Support Specialist to join our team remotely and make a real impact.

**About arenaflex**

arenaflex is a dynamic and innovative company that is revolutionizing the way people consume entertainment. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences to our members. Our team is passionate about creating a culture of excellence, and we're looking for like-minded individuals to join us on this exciting journey.

**Job Summary**

The Customer Service Tools Support Specialist is a critical role within our Customer Service Technology team, responsible for ensuring the smooth operation of our customer service tools and technologies. As a key member of our team, you will play a vital part in managing the intake, triage, communication, and escalation of technical issues affecting customer support tools and services. You will collaborate closely with cross-functional teams, including Program Managers, CS Product Teams, CS Operations, and Engineering partners to resolve technical issues and enhance tool functionality.

**Core Responsibilities**

As a Customer Service Tools Support Specialist, your key responsibilities will include:

* Managing the escalation lifecycle for technical issues affecting customer support tools and services, including intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes.
* Supporting user access inquiries and group policy management for CS tools.
* Providing IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues.
* Operating as a subject matter expert for CS tools and technologies.
* Managing support channel inquiries and ensuring SLAs are met.
* Creating and maintaining runbooks and resource materials for CS tools support.
* Participating in on-call support rotation and flexible working hours to meet business needs.

**Qualifications**

To be successful in this role, you will need:

* 4+ years of relevant experience in IT support, application support, and technical troubleshooting and research.
* Proficiency in Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
* Experience supporting customer service target SaaS applications (CRM, CMS, CCaaS, etc.).
* Effective communication skills with stakeholders across all technical levels.
* Self-starter and fast learner who can work independently with impeccable judgment.
* Strong sense of curiosity and initiative to explore unknowns and thrive in ambiguous situations.

**What We Offer**

As a valued member of our team, you can expect:

* Competitive salary ranging from $50,000 to $190,000.
* Comprehensive benefits, including health plans, mental health support, 401(k) retirement plan with employer match, stock option program, disability programs, and more.
* Opportunities for career growth and professional development.
* Collaborative and dynamic work environment.
* Flexible working hours and remote work options.
* Access to cutting-edge technology and tools.
* Recognition and rewards for outstanding performance.

**Why Join arenaflex?**

At arenaflex, we're passionate about creating a culture of excellence and innovation. We believe in empowering our employees to take ownership of their work and make a real impact. Our team is diverse, inclusive, and committed to delivering exceptional experiences to our members. If you're a motivated and talented individual who is passionate about customer service and technology, we want to hear from you!

**How to Apply**

If you're ready to join a dynamic and innovative company that is revolutionizing the entertainment industry, apply now to become a Customer Service Tools Support Specialist at arenaflex. Don't miss this opportunity to make a real impact and join our team of passionate and talented individuals.

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