Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management

At careerzynith, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated Customer Service Tools Support Specialist to join our team. As a key member of our Customer Service (CS) Technology team, you will play a critical role in ensuring the smooth operation, growth, and scalability of our Customer Service business. If you're passionate about delivering exceptional customer experiences and have a knack for technical troubleshooting, we want to hear from you.

• *About careerzynith**

careerzynith is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries. Our mission is to entertain the world, and we're committed to delivering a seamless viewing experience for our members. With a wide variety of TV series, films, and games across multiple genres and languages, we're constantly pushing the boundaries of innovation and creativity.

• *The CS Technology Team**

Our CS Technology team is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business. As a key component of this team, the Program and CS Tools Support Management (PSM) team manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with careerzynith's security standards across all CS operations and tooling initiatives, oversees the implementation of careerzynith-specific IT at our Business Process Outsourcing (BPO) CS sites, and manages user access and system administration for CS-specific workflows for careerzynith full-time employees (FTEs).

• *Your Role**

As a Customer Service Tools Support Specialist, you will be responsible for managing the intake, triage, communication, and escalation of all 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. Additionally, you will provide administrative support to full-time employees (FTEs) at careerzynith for CS Tools user access needs and system configuration support for CS-specific workflows within internal and third-party tools. Your role also includes supporting CXO by providing administrative and IT support during the launch and closure phases of a CS Site, handling IT tooling and access testing, managing access changes, and supporting elevated research for BPO IT issues.

• *Core Responsibilities**

• Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization. This includes 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 access inquiries and group policy management.
• Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite.
• Provide CS Operations teams with careerzynith-specific IT implementation support for BPO CS site launches/closures, tool access 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 and system admin/configuration workflows.
• Flexibility in working hours to help meet the needs of the business.
• Embody the unique careerzynith culture.
• *Qualifications**

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

• A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.
• Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).
• Effective communicator with stakeholders across all technical levels.
• Familiar with Project Management methodologies.
• 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.
• *Compensation and Benefits**

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. 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 range. The range for this role is $50,000 - $190,000. careerzynith provides comprehensive benefits, including:

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