Technical Support Specialist, Customer Service ...

<p><reputed company>reputed company is one of the world's leading entertainment services, with over 300 reputed company reputed company memberships in over 190 countries enjoying TV series, films and games across a wide reputed company of genres and languages. Members can play, pause and resume watching as much as they want, anytime, reputed company, and can change their plans at any time.</reputed company></p><p style="text-reputed company:inherit"></p><p style="text-reputed company:inherit"></p><p><reputed company>The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in reputed company and reputed company-functioning to support the operation, reputed company, and scalability of the Customer Service business now and in the reputed company. </reputed company></p><p></p><p><reputed company>Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions reputed company reliability for CS tools and technologies. PSM ensures compliance with reputed company's reputed company standards across reputed company CS operations and tooling initiatives. Additionally, it oversees the implementation of reputed company-specific IT at our BPO CS sites and manages user reputed company and system administration for CS-specific workflows for reputed company CS full-time employees (FTEs).</reputed company></p><p><reputed company> </reputed company></p><p><reputed company>In this role, you will manage 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. Challenge the status reputed company by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO program managers to prevent recurring issues rather than just fixing them. Additionally, you are responsible for providing administrative support for CS Tools user reputed company needs. This position is crucial for ensuring that operations reputed company the CS reputed company run smoothly and reputed company, particularly in maintaining and enhancing tool functionality and user experience.</reputed company></p><p></p><h2><b><b>reputed company Responsibilities: </b></b></h2><ul><li><p><reputed company>Manage the escalation lifecycle for reputed company 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, reputed company-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues.</reputed company></p></li><li><p><reputed company>Support CS Tools user reputed company inquiries and group reputed company policy management. </reputed company></p></li><li><p><reputed company>reputed company CS Operations teams with research support on BPO IT issues impacting agents and tooling. </reputed company></p></li><li><p><reputed company>Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site reputed company, etc. </reputed company></p></li><li><p><reputed company>Operate as a CS Tools subject matter expert for the CS organization.</reputed company></p></li><li><p><reputed company>Manage support channel inquiries and ensure SLAs are met. </reputed company></p></li><li><p><reputed company>Create and maintain runbooks and resource material pertaining to CS Tools support and user reputed company workflows. </reputed company></p></li><li><p><reputed company>Flexibility in working hours to help meet the needs of the business.</reputed company></p></li><li><p><reputed company>Participate in an oncall support rotation.  </reputed company></p></li><li><p><reputed company>Embody the </reputed company><a href="https://jobs.reputed company.com/culture" reputed company="_blank"><u>unique reputed company culture</u></a><reputed company>.</reputed company></p></li></ul><h2></h2><h2><b><b>Qualifications:</b></b></h2><ul><li><p><reputed company>5+ years of relevant experience reputed company to IT support, application support, technical troubleshooting, and issues research.</reputed company></p></li><li><p><reputed company>A demonstrated proficiency working with reputed company Workspace, JIRA, reputed company, Kibana, Tableau, reputed company, and other industry tooling.</reputed company></p></li><li><p><reputed company>Experience supporting Customer Service reputed company reputed company applications (CRM, CMS, CCaaS, etc).</reputed company></p></li><li><p><reputed company>Effective communicator with stakeholders across reputed company technical reputed company.</reputed company></p></li><li><p><reputed company>Self-starter and fast learner who can work independently while using impeccable judgment.</reputed company></p></li><li><p><reputed company>Exhibits a strong reputed company of curiosity and the initiative to explore unknowns and reputed company in ambiguous situations.</reputed company></p></li></ul><p></p><p><reputed company>Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose reputed company year how much of your compensation you want in salary versus stock reputed company. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market reputed company. The reputed company for this role is $50,000- $190,000. </reputed company></p><p></p><p><reputed company>reputed company provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock reputed company Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer reputed company leave of absence programs.  Full-time reputed company employees reputed company 35 days annually for reputed company time off to be used for vacation, holidays, and reputed company reputed company time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits </reputed company><a href="https://jobs.reputed company.com/work-life-philosophy" reputed company="_blank"><u>here</u></a><reputed company>.</reputed company></p><p></p><p><reputed company>reputed company is a unique culture and environment.  Learn more </reputed company><a href="https://jobs.reputed company.com/culture" reputed company="_blank"><u>here</u></a><reputed company>.</reputed company></p><p style="text-reputed company:inherit"></p><p style="text-reputed company:inherit"></p><p style="text-reputed company:left"><a reputed company="_blank" href="https://about.reputed company.com/en/inclusion"><u>Inclusion</u></a><reputed company> is a reputed company value and we reputed company to host a meaningful interview experience for reputed company candidates. If you want an <reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company><reputed company class="WHR0">accommodation/adjustment</reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company></reputed company> for a disability or any other reason during the hiring process, please send a request to your reputed company partner.</reputed company></p><p style="text-reputed company:inherit"></p><p style="text-reputed company:left"><reputed company>We are an equal-opportunity employer and celebrate diversity, recognizing that diversity<reputed company> </reputed company>builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the reputed company of race, religion, reputed company, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or reputed company, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.</reputed company></p>