Job Description:

IREP Agent has to Investigate and respond to the escalation tickets on a daily basis related to the I&R; operation as a External Partner support and their relevant needs. Interacts with Netflix Counterparts in regards of escalations for further support. Evaluates daily activities for a proper ticket distribution among peers. Always making sure to follow and review guidelines and procedures. Responsible for identifying trends. Participates in projects and assists other I&R; departments with miscellaneous tasks.

Requirements:

Minimum of 6 months of product experience (Netflix LOB)
No administrative records in the last 3 worked months
Availability to work from the office

Knowledge, Skills & Abilities:

Excellent written and oral communication skills in English (minimum B2)
Ability to interact with customers with above average conduct
Required to effectively communicate and work with professionals in other departments which may lead to independent decision making
Excellent organizational skills and exceptional follow through discipline




Understand and comply with all company and departmental rules and regulations, policies and procedures
Ability to work with complex procedures and program guidelines
Skills in establishing and maintaining effective working relationships with co-workers and customers
Basic knowledge of Google tools and Ops tools
Extensive knowledge of Obiwan and KB
Independent worker, detail oriented, analytical, have ability to handle multiple projects simultaneously
Active reader and general reading comprehension abilities
Flexibility to different project workloads

General Duties:

Handles tickets on a daily basis from different designated activities
Investigate several sources of information in order to provide a proper response
Tracks support interactions to gather data
Escalate to Netflix Counterparts for further support
Forward and respond emails to proper departments
Ensures understanding and adherence to operational policies, pr

📌 Monterrey - 12610 - CSRIII N
🏢 Majorel
📍 Monterrey