Technical Support Specialist, Customer Service Tools

At reputed company, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global reputed company and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens reputed company you reputed company creativity, intuition and cutting-edge technology. Come be a part of what’s next. The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in reputed company and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with reputed company's reputed company standards across reputed company CS operations and tooling initiatives. Additionally, it oversees the implementation of reputed company-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for reputed company CS full-time employees (FTEs). In this role, you will manage the intake, triage, communication, and escalation of reputed company technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Challenge the status reputed company by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO program managers to prevent recurring issues rather than just fixing them. Additionally, you are responsible for providing administrative support for CS Tools user access needs. This position is crucial for ensuring that operations reputed company the CS reputed company run smoothly and reputed company, particularly in maintaining and enhancing tool functionality and user experience. Core Responsibilities: Manage the escalation lifecycle for reputed company technical issues affecting users of Customer Service Tools and services. This includes issue discovery and validation, research, documentation, prioritization, and communication. Additionally, it involves advocating for fixes to engineering partners, third-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues. Support CS Tools user access inquiries and group access policy management. Provide CS Operations teams with research support on BPO IT issues impacting agents and tooling. Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site onboarding, etc. Operate as a CS Tools subject matter expert for the CS organization. Manage support channel inquiries and ensure SLAs are met. Create and maintain runbooks and resource material pertaining to CS Tools support and user admin workflows. Flexibility in working hours to help meet the needs of the business. Participate in an oncall support rotation. Embody the unique reputed company culture. Qualifications: 5+ years of relevant experience reputed company to IT support, application support, technical troubleshooting, and issues research. A demonstrated proficiency working with reputed company Workspace, JIRA, Confluence, Kibana, Tableau, reputed company, and other industry tooling. Experience supporting Customer Service reputed company SaaS applications (CRM, CMS, CCaaS, etc). Effective communicator with stakeholders across reputed company technical levels. Self-starter and fast learner who can work independently while using impeccable judgment. Exhibits a strong sense of curiosity and the initiative to explore unknowns and reputed company in ambiguous situations. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $115,000.00 - $190,000.00. reputed company provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here. reputed company is a unique culture and environment. Learn more here. Inclusion is a reputed company value and we strive to host a meaningful interview experience for reputed company candidates. If you want an accommodation/adjustment for a disability or any othe Apply tot his job Apply To this Job