Netflix is one of the international‘s leading amusement offerings, with over 300 million paid memberships in over one hundred ninety nations playing tv series, films and video games throughout a huge variety of genres and languages. participants can play, pause and resume looking as tons as they need, anytime, anywhere, and might trade their plans at any time.

The CS generation group is a part of the CS agency and is accountable for making sure the proper CS tools and technologies are in region and nicely-functioning to aid the operation, boom, and scalability of the customer service commercial enterprise now and inside the future.

application and CS tools support control (PSM), a key aspect of the CS era crew, manages technical difficulty escalations and champions greater reliability for CS equipment and technologies. PSM ensures compliance with Netflix’s security standards across all CS operations and tooling tasks. additionally, it oversees the implementation of Netflix-precise IT at our BPO CS web sites and manages consumer get admission to and device administration for CS-unique workflows for Netflix CS full-time personnel (FTEs).

on this role, you’ll manipulate the intake, triage, communication, and escalation of all technical problems affecting customer support (CS) equipment and technologies. you may collaborate closely with PSM program Managers, CS Product groups, CS Operations (CXO), Technical research, and Engineering companions to manage the escalation lifecycle. challenge the repute quo by searching for possibilities to beautify reliability, partnering with the reliability and IT BPO program managers to prevent ordinary troubles rather than just fixing them. additionally, you are answerable for supplying administrative assist for CS tools person get admission to desires. This position is essential for making sure that operations in the CS framework run easily and effectively, in particular in keeping and improving tool functionality and user revel in.

middle duties

manage the escalation lifecycle for all technical issues affecting customers of customer service gear and services. This includes problem discovery and validation, studies, documentation, prioritization, and communique. additionally, it involves advocating for fixes to engineering partners, 0.33–party carriers, and the CS Product crew, and validating the implemented fixes to make certain they efficiently solve the issues.
support CS equipment consumer access inquiries and group access policy management.
offer CS Operations groups with research aid on BPO IT issues impacting sellers and tooling.
assist move–purposeful stakeholders with CS gear testing projects spanning new or updated product rollouts, CS website online onboarding, and many others.
operate as a CS gear concern remember expert for the CS agency.
control support channel inquiries and make sure SLAs are met.
Create and maintain runbooks and useful resource cloth touching on CS tools support and consumer admin workflows.
Flexibility in working hours to assist meet the needs of the enterprise.
participate in an oncall aid rotation.
encompass the unique Netflix culture.

qualifications

five+ years of applicable revel in associated with IT assist, utility support, technical troubleshooting, and problems research.
A established proficiency running with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and different enterprise tooling.
revel in helping customer support goal SaaS packages (CRM, CMS, CCaaS, and so on).
powerful communicator with stakeholders throughout all technical tiers.
Self-starter and fast learner who can paintings independently while the usage of impeccable judgment.
reveals a strong experience of interest and the initiative to discover unknowns and thrive in ambiguous situations.

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