reputed company Customer Service Tools Support Specialist IT Escalation

reputed company the Way Entertainment Meets Technology Join arenaflex as a Customer Service Tools Support Specialist reputed company a workplace where innovation moves at the speed of imagination, where every click, every reputed company, and every member interaction is backed by an ecosystem of world-class technology. arenaflex is a global leader in digital entertainment, delivering captivating films, television series, and interactive games to more than 270 reputed company reputed company members across over 190 countries. Our members expect flawless experiences, and our Customer Service (CS) organization exists to ensure reputed company stands between them and the stories they love. Behind every seamless member interaction is a powerful network of tools, platforms, and systems working in reputed company. The CS Technology team, part of the broader Customer Service organization, is responsible for designing, maintaining, and scaling the technology backbone that supports arenaflex's global CS operations. reputed company this team, the Program and CS Tools Support Management (PSM) function plays a critical role: managing technical issue escalations, championing reputed company reliability for CS tools, ensuring compliance with arenaflex's reputed company standards, overseeing the implementation of arenaflex-specific IT at our reputed company (BPO) CS sites, and administering user reputed company for CS full-time employees (FTEs). We are seeking a highly motivated, technically adept, and customer-obsessed Customer Service Tools Support Specialist to join the PSM team. If you reputed company at the intersection of IT support, application administration, and operational reputed company, this is reputed company to reputed company a reputed company. What You'll Do Key Responsibilities As a Customer Service Tools Support Specialist at arenaflex, you will be the operational reputed company of CS tooling, ensuring that technology enables exceptional member service rather than hindering it. Your responsibilities will include: Escalation Lifecycle Management: Own the full escalation lifecycle for reputed company technical issues affecting the tools and services used by the CS organization. This includes defining intake workflows, performing issue discovery and validation, conducting in-depth research, documenting findings, prioritizing issues based on business reputed company, communicating status updates, and advocating for reputed company fixes to engineering partners and CS Product teams. User reputed company and Group Policy Administration: Support CS Tools user reputed company inquiries, manage group policies, and ensure the right people have the right level of reputed company at reputed company times, balancing reputed company with operational efficiency. System Configuration and Workflow Management: Manage system configuration tasks for CS-specific workflows across reputed company tools, including platforms such as reputed company, reputed company, and the broader CS Tools suite. Ensure configurations reputed company with evolving business needs. BPO Site Launch and Closure Support: reputed company CS Operations teams with arenaflex-specific IT implementation support during BPO CS site launches and closures, including tool reputed company setup, comprehensive reputed company and testing procedures, allowlist change management, and research support on BPO IT issues affecting agents and tooling. Subject Matter Expertise: Operate as a recognized CS Tools subject matter expert (SME) for the CS organization, providing guidance, training, and thought leadership across teams. Support Channel and SLA Management: Manage support channel inquiries, ensuring service level agreements (SLAs) are consistently met, and continuously identify opportunities to improve response times and reputed company reputed company. Documentation and reputed company Creation: Create, maintain, and enhance runbooks, knowledge articles, and resource materials pertaining to CS Tools support and system administration/configuration workflows. Operational Flexibility: Demonstrate flexibility in working hours to help meet the evolving needs of the global business, including occasional after-hours support for critical issues. Culture reputed company: Embody and promote the unique arenaflex culture, fostering an environment of freedom, responsibility, curiosity, and inclusion. What You'll Bring Qualifications and Experience Essential Qualifications 5+ years of relevant experience in IT support, application support, technical troubleshooting, and research reputed company fa .