About the Company
Netflix is the world’s leading streaming entertainment service with 270 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We are committed to fostering an inclusive culture where diverse voices are heard and celebrated.
Job Description
We are seeking a dedicated and technically adept Netflix App Support Specialist with a strong focus on mobile and TV platforms to join our remote team. In this role, you will be the frontline support for our global member base, resolving complex technical issues related to the Netflix application across a variety of mobile devices (iOS, Android) and smart TVs/streaming devices (Roku, Apple TV, smart TVs, game consoles). This position requires a deep understanding of app functionalities, excellent troubleshooting skills, and a passion for providing exceptional customer service. You will work remotely, collaborating with a global team to ensure seamless streaming experiences for millions of users.
Key Responsibilities
- Provide expert technical support to Netflix members experiencing issues with the Netflix app on mobile and TV devices.
- Diagnose and resolve complex technical problems, including streaming errors, playback issues, account access, device compatibility, and app crashes.
- Utilize a range of diagnostic tools and resources to efficiently identify root causes and implement effective solutions.
- Educate members on app features, device settings, and best practices for an optimal Netflix experience.
- Document detailed case notes, troubleshooting steps, and resolutions in our CRM system.
- Collaborate with engineering and product teams to escalate recurring issues and contribute to product improvement.
- Stay up-to-date with the latest Netflix app updates, mobile OS changes, and TV device technologies.
- Maintain a high level of customer satisfaction through professional, empathetic, and timely communication.
Required Skills
- Minimum 2 years of experience in technical support, specifically with mobile applications or TV streaming platforms.
- Proficiency in troubleshooting issues on iOS and Android mobile devices, as well as various smart TV brands and streaming devices (e.g., Roku, Fire TV, Apple TV, PlayStation, Xbox).
- Strong understanding of network connectivity fundamentals (Wi-Fi, cellular data) and their impact on streaming performance.
- Excellent problem-solving and analytical skills with the ability to articulate complex technical information clearly to non-technical users.
- Exceptional written and verbal communication skills in English.
- Ability to work independently in a remote environment with strong self-motivation and time management.
- Customer-centric mindset with a passion for delivering outstanding service.
Preferred Qualifications
- Bachelor’s degree in a technical field or equivalent practical experience.
- Experience with CRM software (e.g., Salesforce, Zendesk) and internal knowledge bases.
- Familiarity with various operating systems beyond mobile (Windows, macOS) for broader troubleshooting context.
- Experience supporting a global user base.
- Passion for movies, TV shows, and the entertainment industry.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and flexible work schedules.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Complimentary Netflix subscription.
- Opportunities for professional development and continuous learning.
- Remote work setup allowance.
- Vibrant and inclusive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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