Specialist Ecom Support
Specialist Ecom Support
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1 Vacancy
Job Description
SPORTS NEXT
NBC Sports Next is where sports and technology intersect. Were fueled by our mission to innovate create largerthanlife events and connect with sports fans through technology.Were a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.
At NBC Sports Next weequip more than 30MM players coaches athletes sports administrators and fans in 40 countries with more than 25 sports solution products includingSportsEngine the largest youth sports club league and team management platform; SportsEngine Play the first ever streaming service for youth and amateur sportsGolfNow the leading online tee time marketplace and provider of golf course operations technology; andGolfPassthe ultimate golf membership that connects golfers to exclusive content tee time credits instructional content and more.
FANDANGO
Over the past twenty years Fandango has built a network of directtoconsumer digital brands where 50 million fans unite to celebrate their love for movies TV and streaming. We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer Fandango which tickets for more than 31000 U.S. movie screens; worldrenowned entertainment review site Rotten Tomatoes; and Fandango at Home (previously known as Vudu) the ondemand streaming service offering the industrys best selection of 4K UHD titles and more than 250000 new release and catalogue movies and next day TV shows.
Come join us as we work together as one team to innovate and deliver whats Next.
NBC Sports Next is expanding our Ecommerce Support Team. Our team demonstrates a passion for proactively providing customer resolution effectively troubleshooting and excellent customer service. If you share these passions in addition to being in a highenergy fastpaced culture this is the job for you.
Job Duties
- Efficiently handles escalated cases and communicate additional escalations as needed.
- Effectively review all details pertaining to cases and actively investigate customers needs through questioning and proactive listening skills.
- Provide excellent customer service through multiple channels (email web mobile social phone).
- Demonstrate product knowledge by using available tools and systems when responding to inquiries.
- Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and timely service.
- Connecting with customers to capture their feedback to improve our customer experience.
- Able to remain flexible and energetic during highstress times.
- Research address track and close all customer related queries managing high priority issues by working with crossfunctional teams.
- Contribute to knowledge database FAQs and other customer documentation.
Qualifications :
Basic Requirements
- Detailoriented and precise communication skills
- Able to be selfmotivated and have good timemanagement in a fastpaced working environment
- Strong typing and writing skills
- Strong activelistening and deductive logic skills
- Able to use multiple tools/systems simultaneously
- High energy and engaging personality with the ability to convey patience and calmness in stressful situations
- Strong troubleshooting skills and the ability to problem solve complex technical issues.
- Ability to translate technical information to a nontechnical customer.
Desired Characteristics
- Strong knowledge with home networking (ISPs modems routers firewalls etc. internetenabled living room devices (Smart TVs Xbox PlayStation streaming devices such as Chromecast Roku) home computers (hardware software flash and various operating systems) home theater A/V equipment (A/V receivers surround sound systems BluRay players HDTVs) and mobile platforms (iOS Android).
- Experience in Salesforce or other CRM systems
- Experience in Amazon Connect call center software
- Familiar with Metrics/KPI reporting utilizing a variety of software
- Experience in working with and/or managing a team directly or indirectly
- Outstanding customer service skills and dedication to providing exceptional customer care
Additional Job Requirements
- Must be willing to work in Orlando FL
- Hybrid: This position has been designated as hybrid generally contributing from the Orlando office a minimum of three days per week.
- Must be willing to work on weekends.
- Willingness to work overtime if needed
Additional Information :
As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals policy is to provide equal employment opportunities to all applicants and employees without regard to race color religion creed gender gender identity or expression age national origin or ancestry citizenship disability sexual orientation marital status pregnancy veteran status membership in the uniformed services genetic information or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability you have the right to request a reasonable accommodation. You can submit your request to
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
