Technology Experience Specialist (Corporate/Enterprise)
HybridManila, Metro Manila, Philippines
Job Summary
Serve as the primary point of contact for users seeking technical assistance, investigating interactions to identify trends and contact reasoning. Prioritize managing technical issues, triage bugs, and participate in incident/outage management workflows while escalating to partner groups. Compose bug reports, curate stories of user friction patterns in Zendesk, and maintain the health of the User Experience Jira space. Recommend experience improvements, feature requests, and self-service solutions to enhance the technology experience. Engage with the global team to gather data and context, ensuring users interact with Netflix at the highest quality while fostering an inclusive, collaborative environment. Work on a hybrid setup (at least twice weekly in Makati) within a 24/7 operations schedule including evening shifts as needed.
Required Qualifications
- Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools
- Robust documentation mindset, translating the information into knowledge-base articles and/or user stories
- Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
- Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms
- Ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
- Consistently developing your skill set while seeking out opportunities to learn
- Collaborative through listening, seeking to understand, and supporting
- Fluency in English (business level)
- Amenable to work on a hybrid setup (at least twice a week in our Makati office)
- Open to a 24/7 operations schedule (incl. evening shift, as needed)
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