Tier 3 Customer Support Technician

Job Description

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Overall Summary:

The CNN+ Advanced Support (Tier 3) Technician is a key member on the Customer Experience (CX) Strategy & Ops team, acting as a subject matter expert for CNN's streaming products/services and providing advanced support for issues that cannot be resolved by frontline support agents. As a lead contributor on the 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 and act as a close collaborator to extended cross-functional teams across CNN 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 help empower the broader CX Advanced Support team to continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Remote/Virtual Opportunity: In looking to adapt to the needs of a growing 24/7 business, we are open to candidates working remotely/virtually.

The Daily:
• Receive escalations directly from frontline support teams to continuously deliver positive outcomes for the toughest issues in the most challenging conversations across traditional and social channels.
• Work closely with Advanced Support Team Leaders and regional resources in the day-to-day coaching and support of the frontline Support teams.
• 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.
• Work cross-functionally with Leadership, extended QA, Engineering, Product and Program Management teams within Digital Products to troubleshoot escalated issues for resolution.
• Function as a subject matter expert on CNN 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 the escalation process, 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.
• 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.
• Help track and identify trends across channels, based on conversation topics, locations and other noticeable patterns to identify emerging issues.
• Support CX crisis/event management efforts by providing technical guidance and support-related updates during service disruptions, outages, documentary/show premiers, breaking news, and high impact events.
• Work continuously to enhance product knowledge across CES team on an ongoing basis
• 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 the extended CX team and Advanced Support Manager to continuously identify and recommend best practice approaches for improving the support experience and operational processes.
• Occasionally travel to provide on-site training, support, or to participate in team off-sites and syncs as needed.

The Essentials
• 2+ years CX experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality supporting streaming media or equivalent technologies at a Tier 3 level.
• Ability to operate in a fast-paced environment, interacting with colleagues in multiple countries and time zones.
• Able to accommodate occasionally shifting support schedules to support breaking news, interviews, series and documentary premiers, and other initiatives.
• 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, ect.
• 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.
• 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 CNN+ in a professional manner.
• Experience working with Lean/Agile methodologies and Salesforce Support, JIRA/Youtrack/ServiceNow a plus.

You are:
• Passionate about supporting and engaging with CNN+ customers
• 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

Jobcode: Reference SBJ-g3yz7x-3-145-178-240-42 in your application.