Monterrey - 12610 - CSRIII N

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