Full Time Job

Senior Tier 3 Social Cust Expr Technician

Warner Bros. Discovery

Remote / Virtual 04-02-2024
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
Your New Role…

The Senior Social Advanced Support (Tier 3) Technician will be a lead on the Customer Experience (CX) Strategy & Ops team, acting as a subject matter expert for WBD's streaming products/services and provide social advanced support for issues that cannot be resolved by lower tiers and/or other Advanced Support team members/teams. As a lead contributor on the CX Social Advanced Support CX team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, operational/tool enhancements, data analysis, advanced problem solving, and partner regularly with leadership. She/he will provide ongoing escalation guidance to the CX Social Advanced Support team and act as a close collaborator to extended cross-functional teams across WBD 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 CX Management to continuously challenge/define/refine what excellence means for CX and empower the CX Social Advanced Support team to continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Your Role Accountabilities…
• Function as a subject matter expert on WBD streaming products/services, as well as all responsibilities maintained by the Social Advanced Support teams and continuously remain current in that knowledge
• Partner with CES 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 troubleshoot escalated issues for resolution
• Responsible for overseeing escalations from junior Social Advanced Support members, helping to facilitate escalations, and providing additional assistance through potential workarounds/advanced troubleshooting techniques when needed
• Work closely with the Social Advanced Support Team Managers in the day-to-day coaching and support of the Social 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 social and community channels, helping to quickly respond to social inquiries that need immediate assistance, as well as identify and guide potentially sensitive conversations to a swift resolution
• Help track and identify trends across social channels, based on conversation topics, locations, and other noticeable patterns to identify emerging issues
• Support CES 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 and act as a mentor to junior Social Advanced Support team members
• Help translate product knowledge to create efficiencies in support services and training curriculum
• Partner with CES Product Management and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content
• Work with extended CES team and the Social and Community Manager 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

Qualifications & Experience…
• Degree in technology journalism, communications, marketing, or equivalent experience and/or demonstrated expertise, preferred
• Exceptional communication skills, with demonstrated aptitude with social writing with experience providing support or brand engagement via Twitter, Facebook, Reddit and other social channels.
• 3+ years cx experience preferred, at a comparable B2C brand, preferably in media, entertainment, technology, or hospitality and supporting streaming media or equivalent technologies at a T3 level
• Experience with social media management tools (Sprout, SalesForce, others) preferred
• 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
• Demonstrate a strong sense of accountability and autonomy for effectively completing all required tasks
• Clearly define problems, analyze data, and recommend short-term workarounds, while simultaneously representing issues accurately to extended teams for resolution
• Able to consistently represent WBD in a professional manner
• Methodically investigate and resolve complex technical support issues, as reported by Customers and Partners
• Able to adapt to the needs of a growing 24/7 business, including the flexibility to support on-call rotations and work both daytime, evening, or overnight hours.
• Experience working with Lean/Agile methodologies and ServiceNow a plus
• Passionate about supporting and engaging with our media focused community on social media
• Driven to improve internal and external customer satisfaction
• Relentlessly positive and possess a 'can't be stopped' attitude
• Self-starter, creative problem solver, proactive, collaborative, and resourceful
• Able to successfully handle multiple ongoing issues at any given time while maintaining daily workload
• Able, willing, and driven to master new concepts every day
• Highly organized and at home in a fast-paced, changing environment

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Jobcode: Reference SBJ-rb0joy-3-239-91-5-42 in your application.