Netflix is one of the international‘s main leisure services, with over 300 million paid memberships in over one hundred ninety international locations enjoying tv series, movies and video games across a huge kind of genres and languages. members can play, pause and resume looking as tons as they need, every time, anywhere, and can exchange their plans at any time.

The CS era group is a part of the CS company and is answerable for ensuring the right CS equipment and technologies are in place and well-functioning to assist the operation, growth, and scalability of the customer support commercial enterprise now and in the destiny.

program and CS equipment guide control (PSM), a key thing of the CS technology crew, manages technical trouble escalations and champions stronger reliability for CS equipment and technologies. PSM guarantees compliance with Netflix’s security requirements across all CS operations and tooling tasks. additionally, it oversees the implementation of Netflix-specific IT at our BPO CS websites and manages consumer get entry to and system management for CS-particular workflows for Netflix CS full-time personnel (FTEs).

in this function, you will manage the consumption, triage, communication, and escalation of all technical troubles affecting customer service (CS) gear and technology. you will collaborate carefully with PSM application Managers, CS Product teams, CS Operations (CXO), Technical research, and Engineering partners to control the escalation lifecycle. undertaking the repute quo by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO software managers to prevent habitual troubles as opposed to just solving them. additionally, you are responsible for presenting administrative guide for CS gear user get entry to wishes. This role is critical for ensuring that operations within the CS framework run easily and correctly, in particular in maintaining and enhancing device functionality and consumer experience.

center responsibilities:
manipulate the escalation lifecycle for all technical problems affecting users of customer support tools and services. This consists of difficulty discovery and validation, research, documentation, prioritization, and verbal exchange. additionally, it includes advocating for fixes to engineering companions, 1/3–celebration vendors, and the CS Product team, and validating the implemented fixes to make sure they correctly clear up the problems.

assist CS gear user get admission to inquiries and organization get admission to policy management.

provide CS Operations groups with research aid on BPO IT troubles impacting dealers and tooling.

guide cross–useful stakeholders with CS tools testing initiatives spanning new or updated product rollouts, CS website online onboarding, etc.

perform as a CS equipment concern remember professional for the CS business enterprise.

control support channel inquiries and make certain SLAs are met.

Create and hold runbooks and aid cloth relating CS equipment assist and person admin workflows.

Flexibility in working hours to help meet the wishes of the commercial enterprise.

take part in an oncall assist rotation.

encompass the precise Netflix way of life.

qualifications:
5+ years of applicable revel in associated with IT assist, application assist, technical troubleshooting, and issues studies.

A established skillability running with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other enterprise tooling.

revel in assisting customer support target SaaS applications (CRM, CMS, CCaaS, and many others).

powerful communicator with stakeholders across all technical ranges.

Self-starter and rapid learner who can work independently even as using impeccable judgment.

reveals a strong experience of curiosity and the initiative to discover unknowns and thrive in ambiguous conditions.

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