Senior Resolution Specialist

Job Description

Hulu's Viewer Experience team is seeking a Sr. Resolution Specialist (RS) who will be an exceptional addition to our Operations team. As an RS at Hulu, you will handle internal and external critical issues and support the broader Viewer Experience leadership team. You will provide feedback on raised contacts to team managers to help improve overall viewer experience. The best fit for this role is a champion for our viewers, has a strong attention to detail, sets a high bar for him/herself, and likes to solve problems. If you are someone who thrives in a team environment, enjoys helping others solve difficult problems, and takes pride in resolving escalated customer and technical issues with professionalism at a premier level, this is the role for you.
WHAT YOU'LL DO
• Handle incidents reported by Viewer Experience Advocates (VXAs I or II) or Resolution Specialists for across Hulu, Disney+, and ESPN+ in multiple geographies (North America, EMEA, Latin America, Asia Pacific)
• Manage messaging during various severity levels for incidents, using high judgment to appropriately select the appropriate pre-approved verbiage for site placements within the Help Centers or IVR
• Manage messaging internally for Advocates across all products for known issues to ensure proper communication and information are being provided to customers
• Handle complex or raised contacts from customers by providing a seamless experience across all contact channels
• Provide guidance to our frontline support teams during tough contacts to ensure the most accurate and relevant information is surfaced to the customer
• Bring up issues and bugs to key stakeholders across products and business team partners by properly utilizing our Critical issue Protocol for the appropriate team
• Track issues and outages from start to finish, including reproducing issues and advancing to the appropriate teams
• Contribute to specialized sub- teams within supporting business needs (Legal, Executive Escalations, 3rd Party partnerships, Technical Support functions)
• Participate in the development of specialized workflows based on business needs
• Support required SOX compliance functions and audits
• Support 24/7/365 BCP infrastructure and workflows as appropriate
• Maintain and update team wiki
• Manage bug standups
• Provide real- time mentoring to newer RSs during challenging escalations
• Execute recurring skills audits and provide appropriate coaching
• Additional projects as assigned

WHAT TO BRING
• 4+ years of work experience in service- related environment
• Strong verbal and written communication skills
• Strong time management and organizational skills
• Great attention to detail
• Solid understanding of viewer experience tools and operations ecosystem
• Strong understanding of VX Operations metrics and policies
• Value accountability across the board and take ownership of issues from start to finish
• Available to work 40 hours per week and overtime, as needed
• Flexible - willing to support the team (including weekends, nights, and holidays)
• Access to dependable transportation
• High School diploma

NICE-TO-HAVES
• 2+ years experience working in a contact center environment

Jobcode: Reference SBJ-r0yk81-18-222-164-11-42 in your application.