About the Company
Netflix is the world’s leading streaming entertainment service with 238 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments. Join us in shaping the future of entertainment.
Job Description
Are you passionate about helping users get the most out of their entertainment experience? We’re looking for a dedicated App Support Specialist to join our remote team, focusing on mobile and TV platforms. You will be the frontline for our members, resolving technical issues, guiding them through features, and ensuring a seamless streaming experience. This is a crucial role in maintaining our high standards of member satisfaction, requiring a blend of technical aptitude, problem-solving skills, and empathy. As a remote role, you will operate from your home office, collaborating with a distributed team. This position is 100% remote, offering flexibility and the opportunity to work from anywhere within the UK.
Key Responsibilities
- Provide expert technical support for Netflix applications across a variety of mobile (iOS, Android) and TV (Smart TVs, streaming devices) platforms.
- Diagnose and resolve complex technical issues, including streaming quality, account access, payment problems, and application functionality.
- Communicate effectively with members through various channels (chat, email, phone) to understand their needs and provide clear, concise solutions.
- Document all member interactions and technical resolutions accurately in our CRM system.
- Collaborate with engineering and product teams to escalate and track recurring issues or bugs.
- Stay up-to-date with new Netflix features, platform updates, and troubleshooting techniques.
- Contribute to knowledge base articles and internal support documentation.
- Maintain a high level of member satisfaction and service quality.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency with mobile operating systems (iOS, Android) and smart TV platforms.
- Ability to troubleshoot technical issues systematically and patiently.
- Experience with CRM software (e.g., Salesforce, Zendesk) is a plus.
- A passion for streaming entertainment and Netflix content.
Preferred Qualifications
- Previous experience in a technical support or customer service role.
- Familiarity with network diagnostics and basic home Wi-Fi troubleshooting.
- Understanding of digital media codecs and streaming protocols.
- Experience working in a remote team environment.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday entitlement.
- Generous parental leave policy.
- Netflix subscription and access to exclusive content.
- Professional development and training opportunities.
- Home office equipment stipend.
- Employee assistance program.
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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