**Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management**

At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated Customer Service Tools Support Specialist to join our team. As a key member of our Customer Service (CS) Technology team, you will play a crucial role in ensuring the smooth operation, growth, and scalability of our Customer Service business. **About blithequark** blithequark is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries. Our members can enjoy a wide variety of TV series, films, and games across multiple genres and languages. We're committed to providing an exceptional user experience, and our Customer Service team is dedicated to helping our members whenever they need assistance. **The CS Technology Team** The CS Technology team is responsible for ensuring that the right Customer Service tools and technologies are in place and functioning properly to support the operation, growth, and scalability of our Customer Service business. Our team works closely with various stakeholders, including Customer Service Product Teams, Operations, Technical Research, and Engineering partners, to manage technical issue escalations and champion enhanced reliability for CS tools and technologies. **Program and CS Tools Support Management (PSM)** PSM is a key component of the CS Technology team, responsible for managing technical issue escalations and ensuring compliance with blithequark's security standards across all CS operations and tooling initiatives. PSM also oversees the implementation of blithequark-specific IT at our Business Process Outsourcing (BPO) CS sites and manages user access and system administration for CS-specific workflows for blithequark full-time employees (FTEs). **Job Summary** As a Customer Service Tools Support Specialist, you will be responsible for managing the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations, Technical Research, and Engineering partners to manage the escalation lifecycle. Additionally, you will provide administrative support to full-time employees (FTEs) at blithequark for CS Tools user access needs and system configuration support for CS-specific workflows within internal and third-party tools. **Core Responsibilities** * Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization, including: + Defining intake workflows + Issue discovery and validation + Research + Documentation + Prioritization + Communication + Advocating for fixes to engineering partners and CS Product * Support CS Tools user access inquiries and group policy management * Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite * Provide CS Operations teams with blithequark-specific IT implementation support for BPO CS site launches/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 * Manage support channel inquiries and ensure SLAs are met * Create and maintain runbooks and resource material pertaining to CS Tools support and system admin/configuration workflows * Flexibility in working hours to help meet the needs of the business * Embody the unique blithequark culture **Qualifications** * 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research * A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling * Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc) * Effective communicator with stakeholders across all technical levels * Familiar with Project Management methodologies * 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 thrive in ambiguous situations **Compensation and Benefits** 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 $50,000 - $190,000. blithequark provides comprehensive benefits, including: * Health Plans * Mental Health support * 401(k) Retirement Plan with employer match * Stock Option Program * Disability Programs * Health Savings and Flexible Spending Accounts * Family-forming benefits * Life and Serious Injury Benefits * Paid leave of absence programs * Flexible time off for full-time salaried employees **Work Environment and Culture** blithequark is a unique culture and environment. We're committed to diversity, equity, and inclusion, and we celebrate the diversity of thought and background that makes our teams stronger. We're an equal-opportunity employer and do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. **How to Apply** If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please apply through our website. We can't wait to hear from you! Apply Job! Apply for this job