Technical Support Specialist, Customer Service Tools

Who you are

You have a background in technical support, ideally with experience in managing customer service tools and technologies. You are skilled in troubleshooting and resolving technical issues, ensuring that customer support operations run smoothly and efficiently. Your ability to communicate effectively with cross-functional teams is essential, as you will collaborate closely with program managers, product teams, and engineering partners to address escalated issues. You are proactive in seeking opportunities to enhance the reliability of customer service tools, demonstrating a commitment to continuous improvement.

Desirable

Experience with IT compliance and security standards is a plus, as you will oversee the implementation of Netflix-specific IT at BPO customer service sites. Familiarity with system administration and user access management for customer service workflows will help you excel in this role. You are adaptable and open to learning new technologies, which will aid in your collaboration with various teams.

What you'll do

In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting customer support tools and technologies. You will work closely with program managers to ensure that technical issues are addressed promptly and effectively. Your responsibilities will include monitoring the performance of customer service tools, identifying recurring issues, and collaborating with engineering teams to implement solutions. You will also be involved in training and supporting customer service representatives in using the tools effectively, ensuring they have the resources they need to assist customers.

You will challenge the status quo by seeking opportunities to enhance the reliability of customer service tools. This involves partnering with reliability and IT BPO program managers to prevent recurring issues and improve overall system performance. Your role will require you to stay informed about the latest developments in customer service technology and to advocate for necessary updates and improvements.

What we offer

At Netflix, you will be part of a diverse and inclusive team that values collaboration and innovation. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will have the chance to work in a dynamic environment where your contributions directly impact the customer experience. Join us in shaping the future of entertainment services and making a difference for our members worldwide.