International Advanced Support Technician

Job Description

Overall Summary:

The International Advanced Support (Tier 3) Technician is a key member of the Customer Experience (CX) Strategy & Ops team, acting as a subject matter expert for HBO's streaming products/services and providing advanced support for issues that cannot be resolved by lower tiers. As a member of the International Advanced Support CX team, they will primarily focus on resolving escalated issues from frontline support teams, and partner regularly with US and International leadership. She/he will also provide ongoing escalation guidance/data to the International CX Support teams and act as a close collaborator to extended cross-functional teams across HBO Digital Products. The ideal candidate will exhibit a combination of strong technical acumen and customer service excellence, as well as have the ability to prioritize and resolve/complete complex issues/projects with professionalism and poise. She/he will work closely with Domestic and International CX Management to continuously challenge/define/refine what excellence means for CX and empower the International CX Advanced Support team to continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Primary Responsibilities
• Receive escalations directly from International frontline support teams and continuously deliver positive outcomes for the toughest issues in the most challenging conversations across traditional and social channels.
• Identify, document, and escalate business side issues to appropriate extended teams for resolution.
• Assist management in maintaining a catalog of ongoing issues to ensure partner teams accurately understand issue impact, scope, and regularly communicate issue status to domestic and International teams.
• Function as a subject matter expert on HBO streaming products/services, as well as all responsibilities maintained by the Advanced Support teams and continuously remain current in that knowledge.
• Partner with CX management to oversee and improve upon all aspects of escalations, identifying workflow requirements and gaps, as well as overall support process development, improvement and team coaching opportunities.
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
• Work cross-functionally with Leadership, extended QA, Engineering, Product and Program Management teams within Digital Products to assist with troubleshooting escalated issues for resolution.
• Work closely with the International Advanced Support Team Managers and regional resources in the day-to-day to highlight coaching opportunities for frontline Support teams.
• Conduct deep dives into emerging issues, perform root cause analyses and recommend potential solutions for advanced issues
• Able to act as backup for all support teams across engagement channels and tiers, actively monitoring key channels, helping to quickly respond to inquiries that need immediate assistance, as well as identify and guide potentially sensitive conversations to a swift resolution.
• Assist leads to track and identify trends across channels, based on conversation topics, locations and other noticeable patterns to identify emerging issues.
• Assist CX crisis/event management efforts by providing technical guidance and support-related updates during service disruptions, outages, movie/show premiers, and high impact events.
• Work continuously to enhance product knowledge across CES team on an ongoing basis
• Provide product training to frontline technical support teams.
• Help translate product knowledge to create efficiencies in support services and training curriculum.
• Partner with CX Product Management and UX writing teams to capture and translate new product information into Customer and Agent facing support content.
• Work with Senior team members and the extended CX team to continuously identify and recommend best practice approaches for improving the support experience and operational processes.
• Participate in collecting and surfacing product issues/feedback to design and development teams.
• Occasionally travel to provide on-site training and support, as needed.

The Essentials
• Bachelor degree in correlated areas;
• Advanced English skill;
• Advanced Spanish skills is a plus;
• Ability to operate in a fast-paced environment, interacting with colleagues in multiple countries and time zones.
• Degree in technology, journalism, communications, marketing, or equivalent experience and/or demonstrated expertise.
• CX experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies at a Tier 3 level.
• Comfortable generating and analyzing both quantitative and qualitative data to diagnose customer feedback, team performance, and identify actionable improvement opportunities.
• Able to break down and communicate technical concepts to a non-technical audience.
• Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, more.
• Excel in both customer service and technical support scenarios.
• Able to handle multiple priorities, using proper urgency when needed.
• Able to zoom out from individual issues and identify patterns.
• Clearly define problems, analyze data, and recommend short-term workarounds, while simultaneously representing issues accurately to extended teams for resolution.
• Able to consistently represent HBO in a professional manner.
• Methodically investigate and resolve complex technical support issues, as reported by Customers and Partners.
• Experience working with Lean/Agile methodologies and JIRA/Youtrack/ServiceNow a plus.

Jobcode: Reference SBJ-gqm4ez-18-227-161-132-42 in your application.