L2 Customer NOC Analyst

Our Media Group portfolio is a powerhouse collection of consumerfirst brands supported by media industry leaders Comcast NBCUniversal and Sky. When you join our team youll work across our dynamic portfolio including Peacock NOW Fandango SkyShowtime Showmax and TV Everywhere powering streaming across more than 70 countries globally. And the evolution doesnt stop there. With unequalled scale our teams make the most out of every opportunity to collaborate and learn from one another. Were always looking for ways to innovate faster accelerate our growth and consistently offer the very best in consumer experience. But most of all were backed by a culture of respect. We embrace authenticity and inspire people to thrive.

The Customer NOC Analyst at Media Group Technology will be part our essential support team that will oversee technical Tier 2 escalations process workflow and elevating end user experience. At the core this role will collaborate with our Customer Care Team; data/analytics; incident/problem teams; and our technical and product teams.

The Media Group Customer NOC Analyst will serve as subject matter expert demonstrating technical proficiency within the Peacock end user experience; selfservice functionalities; and the agent assisted technical support process.  The CXOC (Customer Experience Operations Center) Analyst will triage technical issuesincluding direct contact with Peacock subscribersand resolve and/or escalate technical issues to the proper partner/client.  

Essential Functions (Responsibilities):

• Accept triage and handletoresolution escalated customerimpacted technical issues from Tier 1 ContactCenter (Care). This includes direct contact with customers through successful resolution and any appropriate followup to Customer Care and/or technical/client teams.
• Meet and support performance metrics at all levelsincluding individual/personal; team/department/organization; as well as metrics for customer service operational and financialrelated objectives.
• Own and manage strong working relationships with internal and external partners and clients
• Serve as Tier 2 escalation point for customer care teams for technical supportrelated issues/assistance.  This includes:
  • Direct support to customers both livetime and followup through to successful issue resolution for the customer
    • In various forms of communicationchat email and phone
  • Direct and timely engagement with customer care teams in the handoff and followup on escalated cases as appropriate
• Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues
• Use ticketing systems/case management systems to properly work disposition and document customer tickets/cases
• Own the timely response of support tickets and escalation to management team members; the problem/incident management team; and/or technical/client or product teams as appropriate
• Access and use various data sources to extrapolate examples of technical issues (defects) that might be causing negative customer experiencesand then using that information to develop examples for issue resolution with appropriate stakeholders.
•  Analyze metrics and report performance trends to assist technical personnel to predict future technicalrelated issues impairments or enhancements
• Be able to test and replicate technical issues (defects) and then provide such testing/replication information to appropriate fix agent teams for issue resolution.
  • This also includes retesting of issues after solutions have been devised and implemented
  • This also includes potentially engaging with vendor or outside teams to assist in testing/replication support
• As needed serve as a subject matter expert on technical issues to care team members and help provide feedback on training/troubleshooting sources/guides as well as other processes procedures tools/applications etc.

Qualifications :

Basic Qualifications

• Bachelors degree and/or relevant work experience
• Prior work experience working on a technical support team
• Willingness and ability to work or be on call at any time sometimes on short notice to support

Desired Characteristics:

• Strong attention to detail communication and interpersonal skills
• Effectively flexible in approach and responds well to pressure
• A record of accomplishment of meeting or exceeding performance expectations
• Strong interpersonal and communications skills to provide outstanding customer support to both internal and external customers
• Motivated to establish and maintain strong professional partnerships and collaborations across stakeholder groups and individuals
• Keen sense of intellectual curiosity and a desire to improve the customer experience through daily work efforts
• Proven record of accomplishment of analyzing data and using analysis to drive key insights and recommendations
•  Experience in technical tier 2 team preferably in a streaming environment
•  Experience in a role with a record of accomplishment of Operational excellence with high energy level and formidable team skills

Eligibility Requirements:

• Interested candidate must submit a resume/CV through Company website to be considered
• Open to Fully Remote Candidates
• Must have unrestricted work authorization to work in the United States
• Must be 18 years or older
• It is the policy of Company and Company s affiliated businesses to consider all qualified applicants for employment without regard to race color religion national origin sex (including pregnancy) sexual orientation age disability veteran status or other characteristics protected by law.

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