CX Tech, Tier II

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 Customer Experience Technician Tier 2 will be responsible for communicating with digital consumers troubleshooting issues researching potential bugs and working closely with other team members to ensure errors are reported prioritized and resolved. The person must have strong interpersonal customer service and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.

Your Role Accountabilities

• Interact daily with customers via email chat phone app stores social platforms and other forms of communication ensuring the customers inquiry is responded to and resolved within SLA and target goals

• Resolving technical problems of assignedcases

• Showcase advanced analytical skills to identify gather and organize information as it pertains to apps and webplatforms

• Test and verify product functionality to reproduce customerissues

• Documentdetailedfailureandsolutioninformationwithincases

• Communicate courteously and effectively to understand issues from the customersperspective

• Deliver world-class proactive customer service to internal and externalstakeholders

• Showcase advanced analytical skills to identify gather and organize information as it pertains to apps and webplatforms

• Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction AverageHandleTimeandQualityAssurance

• Makes every effort to retain our customers business and ensure satisfaction at everystep

• Keen to solve problems - do a little research to get the whole picture and navigate towards customer centricsolutionswithintheparametersofestablishedpolicies

• Liaise with other departments to ensure seamless communication and successful resolution of company wideinquiriesissuesconcernsetc.

• The regular working hours for this position areTuesday-Saturday 8 am to 4:30pm EST (Sunday & Monday off) OR Friday-Monday 1:30 pm to 12 am EST (Tuesday - Thursday off)

Qualifications & Experience

• Associates degree or equivalent 2-years customer service experience required; 3 yearspreferred

• Knowledge of mobile apps connected devices and digital TVtechnology

• Experience with Zendeskpreferred

• Proficiency with G Suite and demonstrated competency in learning newsoftware

• Strong technical problem solving and negotiationskills

• Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice

• Strong ability to multitask; complete troubleshooting steps while maintaining customer and internal team communication

• Ability to think strategically assess opportunities and provide creative solutions to complex problems whileremainingflexibleandadaptable

• Strong analytical and critical thinkingskills

• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization

• Ability to adjust priorities and manage time wisely in a fast-pacedenvironment

• Commitmenttoteamworkthroughrelationship-buildingreliabilitytrustandcollaboration

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

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.