Customer Service Tools Support Specialist ID-7437

January 16, 2025

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

When our members sit down to watch, we want to make sure that nothing gets between them and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help.

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The CS Technology team is part of the CS organization and 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 now and in the future.

Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with Netflix's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of Netflix-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for Netflix CS full-time employees (FTEs).

In this role, you will manage 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. Your role also includes supporting CS Operations 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. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.

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.
Provide CS Operations teams with Netflix-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.
Flexibility in working hours to help meet the needs of the business.
Participate in an oncall support rotation.
Embody the unique Netflix culture.

Qualifications:

4+ 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 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.