Introduction to blithequark
blithequark is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 283 million paid memberships in more than 190 countries. Our mission is to provide an unparalleled entertainment experience, allowing members to play, pause, and resume watching their favorite content anytime, anywhere. To achieve this, we rely on a robust customer service operation that is supported by cutting-edge tools and technologies. The Customer Service (CS) Technology team at blithequark plays a vital role in ensuring the smooth functioning of these tools, and we are now seeking an experienced Technical Support Specialist to join our team.
About the Role
As a Technical Support Specialist for Customer Service Tools and Technologies at blithequark, you will be responsible for managing the intake, triage, communication, and escalation of all technical issues affecting CS tools and technologies. You will work closely with various stakeholders, including Program Managers, CS Product Teams, CS Operations, Technical Research, and Engineering partners, to ensure the efficient resolution of technical issues and the continuous improvement of our CS tools. Your expertise will be crucial in maintaining and enhancing the functionality and user experience of our tools, ultimately contributing to the delivery of exceptional customer service.
Key Responsibilities
- Manage the escalation lifecycle for all technical issues affecting CS tools and services, including 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, ensuring that our customer service teams have the necessary access and tools to perform their duties efficiently.
- Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite, to ensure seamless integration and optimal performance.
- Provide CS Operations teams with blithequark-specific IT implementation support for BPO CS site launches and 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, offering guidance and support to ensure the effective use of our tools and technologies.
- Manage support channel inquiries and ensure that service level agreements (SLAs) are met, maintaining high standards of customer service and support.
- Create and maintain runbooks and resource materials pertaining to CS Tools support and system admin/configuration workflows, contributing to the development of a comprehensive knowledge base.
- Demonstrate flexibility in working hours to help meet the needs of the business, including participation in an on-call support rotation to ensure 24/7 coverage.
Qualifications and Requirements
To be successful in this role, you will need to possess a combination of technical expertise, excellent communication skills, and a strong ability to work independently and as part of a team. The following qualifications and requirements are essential:
- 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research, with a proven track record of resolving complex technical issues.
- A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling, with the ability to quickly learn new technologies and tools.
- Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc.), with a strong understanding of customer service operations and the importance of seamless tool integration.
- Effective communication skills, with the ability to communicate technical information to both technical and non-technical stakeholders, and to negotiate and influence stakeholders to achieve desired outcomes.
- A self-starter with a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations, demonstrating a proactive approach to problem-solving and continuous improvement.
Skills and Competencies
In addition to the qualifications and requirements listed above, the following skills and competencies are desirable:
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
- Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- A strong customer-focused mindset, with a commitment to delivering exceptional customer service and support.
- Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability.
- Strong team player with excellent collaboration and communication skills, able to work effectively with cross-functional teams.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees, offering a range of career growth opportunities and learning benefits. As a Technical Support Specialist, you will have access to:
- Comprehensive training and development programs, designed to enhance your technical skills and knowledge.
- Opportunities for career advancement, with a clear path for progression within the company.
- A collaborative and dynamic work environment, with a strong focus on teamwork and innovation.
- Access to cutting-edge technologies and tools, with the opportunity to work with industry-leading software and systems.
- A culture of continuous learning, with a strong emphasis on knowledge sharing and professional development.
Work Environment and Company Culture
At blithequark, we pride ourselves on our unique and dynamic company culture, which is built on a foundation of innovation, collaboration, and creativity. Our work environment is fast-paced and exciting, with a strong focus on teamwork and mutual respect. We offer a range of benefits and perks, including:
- Flexible working hours and remote work options, allowing you to balance your work and personal life.
- Comprehensive health and wellness programs, including mental health support and employee assistance programs.
- A range of social and recreational activities, including team-building events and social clubs.
- Access to cutting-edge technologies and tools, with the opportunity to work with industry-leading software and systems.
- A culture of diversity and inclusion, with a strong commitment to equality and social responsibility.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to attract and retain top talent. Our compensation structure consists of an annual salary, with the option to choose between salary and stock options. We also offer a range of benefits, including:
- Comprehensive health plans, including medical, dental, and vision coverage.
- Mental health support and employee assistance programs, designed to promote wellness and resilience.
- A 401(k) retirement plan with employer match, helping you to plan for your future.
- Stock option program, offering the opportunity to share in the company's success.
- Disability programs, including short-term and long-term disability insurance.
- Family-forming benefits, including parental leave and adoption assistance.
- Life and serious injury benefits, including life insurance and accidental death and dismemberment insurance.
Conclusion
If you are a motivated and experienced technical support specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With a unique and dynamic company culture, a range of career growth opportunities, and a competitive compensation package, we offer a rewarding and challenging work environment that is designed to help you thrive. Join our team and contribute to the delivery of exceptional customer service and support, helping to entertain the world and bring people closer together through the power of storytelling.
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