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, procedures, and company programs
- Attend employee meetings/briefings as required
- Ensures daily completion of departmental duties and meet SLAs
- Communicates among peers to organizes work assignments for the group
- Review and audit peers’ tickets for a proper continues development plan
- Interacts with other departments to resolve problems that interfere with the group’s productivity
- Identifies procedures and guides opportunities and suggest improvements