Netflix Technical Support Specialist Customer Service Tools 

United States, California 

543672888

• 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 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 and system admin/configuration workflows.

• Flexibility in working hours to help meet the needs of the business.

• Participate in an on-call support rotation.

• Embody the

• 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.

• 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.

Generally, 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.