Analyst, CX Tech Tier III
Analyst, CX Tech Tier III
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Salary Not Disclosed
1 Vacancy
Job Description
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life the creators bringing them to your living rooms and the dreamers creating whats next
From brilliant creatives to technology trailblazers across the globe WBD offers career defining opportunities thoughtfully curated benefits and the tools to explore and grow into your best selves. Here you are supported here you are celebrated here you can thrive.
Your New Role:
The Advanced Support (Tier 3 of 3) Technician is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBDs products/services available in their markets they provide advanced support for issues that cannot be resolved by lower tier support groups while partnering closely with Regional and Global CX peers and leads.
She/he will provide ongoing oversight over our frontline support advocates identify improvement opportunities and liaise across all CX support partners to provide frontline team members with guidance/data needed to ensure theyre prepared for upcoming events/premiers and performing at their best.
The ideal candidate demonstrates a combination of strong technical acumen and customer service excellence. They will have the ability to prioritize and resolve/complete complex issues/projects with professionalism and poise. They will work closely with Global CX Management to continuously challenge/define/refine what excellence means for CX. They will empower their local CX org and broader Global CX Advanced Support teams 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 over all WBD products/services as well as maintaining current knowledge over all responsibilities and SOPs maintained by the Advanced Support teams.
- Receive escalations directly from our frontline support teams (Tier 1 and 2) and deliver positive outcomes for the toughest issues in the most challenging conversations across traditional and social channels.
- Work cross-functionally with Leadership QA Engineering Product and/or PM teams to identify document and escalate business side issues to appropriate extended teams for resolution.
- Conduct deep-dive and root cause analysis investigations to identify troubleshooting workarounds and support recommendations for identified issues and emerging trends that cannot be resolved through known troubleshooting steps.
- At times assist our escalation partners in maintaining a catalog of open issues to ensure accurate understanding of issue impact while communicating issue status to domestic and International teams.
- Backup Global CX support teams across all channels and tiers.
- Partner with CX management to improve upon all aspects of the support and escalation process; identifying coaching opportunities workflow requirements and operational gaps.
- Assist leads to track and identify trends based on conversation topics locations and other patterns to identify emerging issues.
- Assist CX crisis/event management efforts by providing technical guidance and support-related updates during service disruptions outages movie/show premiers and other high impact events. At times fully representing the Global CX org.
- Occasionally provide product and support training to frontline technical support teams.
- Partner with CX L&D teams to translate product and support expertise to evolve training curriculum and customer facing support content.
- Accommodate occasional work schedule changes as needed to support events and premiers occurring outside of regular business hours.
- Occasionally travel to provide on-site training and support as needed.
Work Schedule:
- Expected Shift: 12p-9p CST Thu Mon
Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.
Qualifications & Experiences:
- 2 years CX experience at a comparable B2C brand preferably in media entertainment technology or hospitality and supporting streaming media or equivalent technologies at a Tier 3 level.
- Degree in technology journalism communications marketing or equivalent experience and/or demonstrated expertise.
- Exceptional oral and written communication skills - able to communicate effectively with junior to senior internal and external partners breaking down technical concepts for non-technical audiences with strong attention to detail for data grammar and spelling.
- Ability to operate in a fast-paced environment interacting with colleagues in multiple countries and time zones.
- Comfortable generating and analyzing both quantitative and qualitative data to diagnose customer feedback team performance and identify actionable improvement opportunities.
- 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 by demonstrating a strong sense of empathy accountability and autonomy to complete all required tasks while handling multiple priorities at a time with proper urgency.
- Able to consistently represent WBD CX in a professional manner.
- Able to accommodate a dynamic business environment including occasionally participating in an on-call rotation to support special events and content premiers occurring outside of regular business hours weekends and holidays.
You Are:
- Passionate about creating memorable support experience for our customers
- Driven to continuously improve processes that facilitate high internal and external customer satisfaction
- Relentlessly positive and possess a cant 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
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 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.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit regardless of sex gender identity ethnicity union status age sexual orientation religion or belief marital status pregnancy parenthood disability or any other category protected by law.If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process please visit our accessibility page for instructions to submit your request.
Required Experience:
IC
Employment Type
Full-Time
