Resolution Specialist

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Job Description:

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu a premium streaming service that offers premium originals current season TV a massive library of hit series and movies and live television and Disney is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars Marvel Pixar Disney and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team who will thrive upon the legacy of Disney and Hulu embrace unconventional thinking and who are passionate about contributing to The Walt Disney Companys direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary:

We are seeking a Resolution Specialist who will be an outstanding addition to our Viewer Experience Operations team.

Responsibilities and Duties of the Role:

• Act as final escalation for complex contacts from customers by providing a flawless experience across all contact channels and may support a range of products/services across the Disney organization on a global scale

• Solve complex problems time critical inquiries and multi-task in high-volume situations including but not limited to providing guidance to our frontline support teams during tough contacts to ensure the most accurate and relevant information is surfaced to the customer

• Bring up issues and bugs to key VX and business team partners by accurately using our Critical issue Protocol for the appropriate team

• Track issues and outages from start to finish including reproducing issues and advancing to the appropriate teams

• Point of contact for all Hulu Disney ESPN and Star issues that arise and cascade to the appropriate teams to resolve while advising our viewers through all contact channels

• Contribute to niche work streams within supporting business needs (Legal Executive Escalations 3rd Party partnerships Technical Support functions)

• Handling critical partner concerns from C-level executives

• Workflows: participate in the development of specialized workflows based on business needs

• SOX Compliance: support required SOX compliance functions and audits

• Business Continuity Protocols: support 24/7/365 BCP infrastructure and workflows as appropriate

Required Qualifications (Education Experience/Skills/Training):

• High School diploma or GED equivalent

• 2 years of customer support work experience

• Strong verbal and written communication skills

• Strong time management and organizational skills

• Detail Oriented

• Strong technical competence

• Available to work 40 hours per week and availability to work overtime when needed. We are open 365 days a year (open holidays) with 24-hour support

Preferred Qualifications:

• Strong understanding of Viewer Experience operations metrics and policies

• Proven understanding of Viewer Experience tools and operations ecosystem

Disability accommodation for employment applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position email with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow innovate create the best stories and be relevant in a rapidly changing world.

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