Tier 3 Customer Experience Technician, Bilingual

Job Description

Your New Role...

The evening, 2:30 PM - 11:30 PM shift (EST) Tier 3 Customer Experience Technician (Bilingual Portuguese) is a key member of the Customer Experience (CX) Strategy & Ops team within the Warner Bros. Discovery Direct-to-Consumer organization. They will have an integral role in providing premier and white glove advanced support for inquiries from our most senior partners and VIP's. This individual will be a core contributor within the Tier 3 CX team and will collaborate cross-functionally to ensure issues are surfaced, triaged and tracked until a resolution is achieved. The ideal candidate will be an exceptional communicator and possess a solid foundation of technical and customer service experience. They will have the ability to resolve complex issues with professionalism and poise under extreme pressure. They will work closely with leadership and the extended CX team to continuously challenge/define/refine what excellence means in the premier support space, and continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Your Role Accountabilities...
• Serve as the primary escalation point for the most sensitive support requests and escalations originating from senior leaders and VIP's during the evening (2:30 pm – 11:30 pm EST) Wednesday - Sunday
• Maintain subject matter expert status on HBO Max / Discovery+ and other Warner Bros. Discovery DTC products/services, across all support platforms
• Follow internal best practices to ensure Tier 3 responsibilities are maintained and knowledge remains current
• Identify and deliver creative troubleshooting workarounds and support recommendations for issues that cannot be resolved
• Responsible for reproducing, confirming and documenting new issues
• Responsible for escalating business side issues to appropriate extended teams for resolution, while delivering a positive customer experience
• Regularly work with and assist Executive, Leads, and VIP customers, representing CX in a polished and professional capacity as a HBO Max / d+ and other Warner Bros. Discover DTC products and services subject matter expert
• Coach, mentor, and assist frontline support teams when needed across all current or future engagement/communication channels
• Participate in an on-call or flex schedule rotation to provide alt hours, weekend, and/or holiday support coverage
• Partner with larger CX and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content, as well as ensure existing content is continuously maintained and up-to-date
• Facilitate Customer and External Partner escalations to help ensure they're responded to within established timeframes and support service levels
• Participate and contribute to ongoing processes, policies and standards improvements
• Participate in collecting and surfacing product issues/feedback to design and development teams
• Collaborate with larger CX team to identify and uphold KPIs for service and operational excellence
• Occasionally travel to deliver or receive training

Qualifications and Experiences...
• Able to accommodate an evening (2:30 pm – 11:30 pm EST) Wednesday through Sunday schedule
• Bilingual English/Portuguese required
• 2+ years customer service experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies
• Familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, Fire devices preferred
• Able to break down and communicate technical concepts to a non-technical audience.
• Able to adapt to a dynamic business environment, including participating in the support of groundbreaking movie premieres and special events after-hours, on-call rotations, and the flexibility to accommodate varying hours of support.
• Experience working with Lean/Agile methodologies and JIRA/Youtrack a plus
• This is a hybrid role with some flexibility to work remotely

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. $42,209.00 - $78,389.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-rjpn2e-3-142-200-226-42 in your application.