About the Company
Netflix is the world’s leading streaming entertainment service with 247 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 a culture of ‘freedom and responsibility’ and strive to provide an unparalleled experience for our global members.
Job Description
We are seeking a dedicated and passionate 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 members, troubleshooting complex technical issues related to the Netflix application on various mobile devices (iOS, Android) and smart TVs (Samsung, LG, Roku, Apple TV, etc.). You will play a crucial role in maintaining our high standards of customer satisfaction by providing expert-level technical assistance and translating technical jargon into understandable solutions for our users. This is a remote position, offering flexibility and the opportunity to work from anywhere in the U.S.
Key Responsibilities
- Provide technical support to Netflix members experiencing issues with the Netflix application on mobile phones, tablets, and smart TV devices.
- Diagnose and resolve complex technical problems related to app crashes, streaming quality, account access, UI anomalies, and device compatibility.
- Guide users through troubleshooting steps, including app reinstallation, cache clearing, network configuration checks, and device-specific settings adjustments.
- Document interactions, solutions, and unresolved issues accurately in our CRM system.
- Collaborate with engineering and product teams to escalate and track recurring bugs or widespread issues.
- Stay updated on new Netflix features, mobile operating system updates, and smart TV firmware changes.
- Contribute to the knowledge base by creating and updating support articles and troubleshooting guides.
- Maintain a high level of professionalism and empathy while assisting users, ensuring a positive customer experience.
Required Skills
- Proven experience in technical support, preferably for mobile applications or streaming services.
- Strong understanding of iOS and Android operating systems and common mobile device issues.
- Familiarity with various smart TV platforms and streaming devices (e.g., Roku, Apple TV, Chromecast, smart TV brands).
- Excellent problem-solving skills and the ability to diagnose technical issues effectively.
- Exceptional written and verbal communication skills.
- Ability to work independently and manage time effectively in a remote work environment.
- Proficiency in using CRM and ticketing systems.
Preferred Qualifications
- Associate's or Bachelor's degree in a technical field or equivalent practical experience.
- Experience with network troubleshooting (Wi-Fi, bandwidth, DNS).
- Knowledge of digital rights management (DRM) technologies.
- Previous experience working for a major tech or entertainment company.
- Multilingual abilities are a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and parental leave policies.
- Free Netflix subscription.
- Professional development opportunities and training.
- Flexible remote work environment.
- Wellness programs and employee assistance initiatives.
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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