Introduction to Netflix and Our Mission
Netflix is the world's leading streaming entertainment service, providing a wide variety of TV series, documentaries, feature films, and mobile games to over 222 million paid subscribers in more than 190 countries. Our mission is to entertain the world, and we achieve this by creating unique and original content, building state-of-the-art studios, and providing exceptional technology support to our globally distributed and diverse workforce. As a leader in the entertainment industry, we are committed to innovation, creativity, and excellence in everything we do.
About the Role: N-Tech Support Specialist
We are seeking an experienced and skilled N-Tech Support Specialist to join our global support team in Mexico City. As a member of this team, you will provide user-focused IT support to our internal Netflix staff and external partners, ensuring that our users have an exceptional experience with our technology. Your top priorities will be managing and fixing technical issues, researching and documenting those issues, and analyzing trends and the impact of those issues, with the ultimate goal of making improvements to the overall user experience.
Key Responsibilities
- Provide remote technical support for building internal and external Netflix technologies, including both hardware and software
- Contribute to our work environment and general culture by speaking your thoughts and sharing your opinions
- Support the development, diversity, and inclusion of culture by creating an open and supportive environment
- Receive support request emails/tickets, chats, and phone calls from our global Netflix agents and third-party partners
- Provide a high level of support and constantly strive to improve the user experience
- Participate in day-to-day work and support projects, including updating knowledge base content, tracking and prioritizing bugs, managing downtime with users, and escalating issues to our partner teams
- Collaborate with colleagues in a global environment across multiple time zones, sharing ideas and feedback with others to ensure the highest level of operational compliance, support, documentation, and knowledge sharing
- Work with key stakeholders from different departments, providing alignment and effective partnerships around common goals and initiatives
- Document feature requests, technical issues, and help center articles for our users and the domains we support
- Identify and disclose user, product, and process reliability issues that are causing problems for our users and product teams
- Support staff with English and Spanish in oral and written communication
Essential Qualifications
To be successful in this role, you will need to have a strong and diverse skillset in relevant areas, including:
- Experience in IT support, technical troubleshooting, and problem-solving
- Knowledge of cloud and SaaS applications, including Google Workspace (Gmail, Calendar, Drive, Sites, and Groups)
- Proficiency in troubleshooting advanced issues on Mac OS, Chrome OS Systems, Windows 7, 8, 10, and more; 11, Linux, and various applications such as Office and Adobe
- Effective written and oral communication skills
- Experience with mobile devices, including Android and iOS devices
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
Preferred Skills
In addition to the essential qualifications, we prefer candidates with:
- Experience supporting cloud and SaaS applications and SSO
- Knowledge of cybersecurity best practices and data analysis
- Experience delivering individual and group training
- Experience with software support tools such as Zendesk, JIRA, and Confluence or similar products
- Ability to analyze and report trends in our support and data to assess the priority and impact of issues
- Constantly looking for ways to improve our business and user experience, and finding coherent ideas on innovative support strategies and application design
- Experience using audio/video technology in conference rooms
Career Growth Opportunities and Learning Benefits
At Netflix, we are committed to the growth and development of our employees. As an N-Tech Support Specialist, you will have the opportunity to work with a talented and diverse team, learn from experienced professionals, and develop your skills and knowledge in a fast-paced and dynamic environment. You will also have access to a wide range of training and development programs, including online courses, workshops, and conferences, to help you achieve your career goals.
Work Environment and Company Culture
Our company culture is built on the values of innovation, creativity, and excellence. We believe in creating a work environment that is collaborative, inclusive, and supportive, where employees can thrive and grow. Our remote office provides a state-of-the-art and comfortable workspace, and we offer a range of perks and benefits to support your well-being and work-life balance.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of perks and benefits, including:
- Comprehensive health insurance
- Retirement savings plan
- Paid time off and holidays
- Professional development opportunities
- Access to the latest technology and tools
- And more
Conclusion
If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an N-Tech Support Specialist at Netflix, you will have the chance to work with a talented and diverse team, develop your skills and knowledge, and contribute to the success of a global entertainment leader. Don't miss out on this opportunity to join our team and help us shape the future of entertainment. Apply now!
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