Technical Experience Consultant
Há 4 dias
At Netflix, we're committed to delivering exceptional user experiences. As a Technology Experience Specialist, you'll play a critical role in supporting our staff and enhancing their engagement with technology.
Responsibilities- User Support: Serve as the primary point of contact for users seeking technical assistance, providing timely and effective solutions to their issues.
- Issue Investigation: Learn how users experience technology through investigation, documentation, and categorization of interactions, focusing on trends and contact reasoning.
- Troubleshooting: Prioritize managing technical issues, triage/research bugs, be part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience.
- Process Improvement: Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed, recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements.
- Data Analysis: Identify and link ZenDesk tickets that show a pattern of behavior/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space.
- Critical Thinking: Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools.
- Communication: Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms, including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience.
- Fluency: Fluency in English; Spanish is a plus.
Netflix is one of the world's leading entertainment services with 278 million paid memberships in over 190 countries. We're committed to fostering an inclusive environment and ensuring that our users interact with us at the highest quality technical support partnership.
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