Technical Support Specialist, Customer Service Tools - Remote

Overview

The Technical Support Specialist for Customer Service Tools at Netflix is responsible for managing technical issues related to customer service tools, ensuring their functionality and reliability, and providing support to the Customer Service organization.

In Short

• Manage technical issue escalations for Customer Service tools.
• Collaborate with various teams to enhance tool reliability.
• Provide administrative support for user access needs.
• Support testing initiatives for new or updated products.
• Act as a subject matter expert for CS tools.
• Maintain documentation and runbooks for support processes.
• Participate in on-call support rotation.
• Flexible working hours to meet business needs.
• Work independently and demonstrate effective communication.
• Embody Netflix's unique culture and values.

Requirements

• 5+ years of relevant IT support experience.
• Proficiency in Google Workspace, JIRA, Confluence, and other tools.
• Experience with Customer Service SaaS applications.
• Strong communication skills across technical levels.
• Self-starter with a strong sense of curiosity.
• Ability to work independently and make sound judgments.

Benefits

• Comprehensive health plans and mental health support.
• 401(k) retirement plan with employer match.
• Stock option program.
• Flexible time off for salaried employees.
• Paid leave of absence programs.
• Annual accrual of 35 days for paid time off for hourly employees.