Job type full-time
Full job description
Warnermedia is a powerful portfolio of iconic entertainment, news, and sports brandsWe bring people, technology, and the world’s best storytellers together to drive culture and meaningful connectionWe believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.
Hbo max is where storytelling takes center stage and where creatives find a home with the support and resources to do their best work, no matter the genre or formatWhatever the viewer wants to watch is front and center and more of what they crave is easily discoveredIt is where our exclusive hbo max originals and iconic entertainment brands thrive, with hbo, warner bros., dc, turner classic movies, cartoon network and more delivering the greatest array of series, movies and specials for audiences of all agesHbo max launched in the us in may 2020 and will launch in latin america and europe during 2021.
Join usShape your story here.
Warnermedia seeks a tier 3 customer support technician for the dtc global ops - hbo max department.
The tier 3 customer experience technician is a key member of the customer experience (cx) strategy & ops team within the warner media direct-to-consumer organizationThey will have an integral role in providing advanced support for inquiries that cannot be solved by frontline support tiers.this individual will be a core contributor within the tier 3 cx team and will collaborate cross-functionally to ensure issues are surfaced, triaged and tracked until a resolution is achievedThe ideal candidate will possess a solid foundation of both technical and customer service experienceThey will have the ability to resolve complex issues with professionalism and poiseThey will work closely with the extended cx team to continuously challenge/define/refine what excellence means and continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.
Remote/virtual opportunity - in looking to adapt to the needs of a growing 24/7 business, we are open to candidates working remotely/virtuallyThe remote opportunity would require the flexibility to support on-call rotations and occasional daytime, or evening work.
Serve as the final escalation point for support tickets escalated from tiers 1 and 2
Maintain subject matter expert status on all hbo max products/services, across all supported platforms.
Follow internal best practices to ensure tier 3 responsibilities are maintained and knowledge remains current.
Identify and deliver creative troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
Responsible for reproducing, confirming and documenting new issues.
Responsible for escalating business side issues to appropriate extended teams for resolution, while delivering a positive customer experience
Occasionally work with and assist executive and vip customers, representing cx in a professional capacity as an hbo max subject matter expert
Coach, mentor, and assist frontline support teams when needed across all current or future engagement/communication channels
Participate in an on-call rotation to provide after hours and/or weekend support coverage
Partner with larger cx and ux writing teams to capture and translate new product information into customer- and agent-facing support content, as well as ensure existing content is continuously maintained and up-to-date
Facilitate customer and external partner escalations to help ensure they’re responded to within established timeframes and support service levels
Participate and contribute to ongoing processes, policies and standards improvements
Participate in collecting and surfacing product issues/feedback to design and development teams
Collaborate with larger cx team to identify and uphold kpis for service and operational excellence
Occasionally travel to deliver or receive training
2+ years customer service experience at a comparable b2c brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies
Remote applicants - 1+ years experience preferred working in a remote work environment
Strong familiarity and comfort using consumer streaming devices such as apple tv, roku, ios devices, android tv/mobile
Superior and demonstrated analytical and problem solving skills
Excellent listening, written and verbal communication skills
Excel in both customer service and technical support scenarios
Able to handle multiple priorities, using proper urgency when needed
Demonstrate a strong sense of accountability and autonomy for effectively completing all required tasks
Able to zoom out from individual issues and identify patterns
Clearly define problems, analyze data, and recommend short-term workarounds, while simultaneously representing issues accurately to extended teams for resolution
Able to consistently represent hbo max / warnermedia in a professional manner
Methodically investigate and resolve complex technical support issues, as reported by customers and partners
Able to break down and communicate technical concepts to a non-technical audience.
Able to adapt to a dynamic business environment, including participating in the support of groundbreaking movie premieres and special events after-hours, on-call rotations, and the flexibility to accommodate varying hours of support.
Experience working with lean/agile methodologies and jira/youtrack a plus
Able to consistently work autonomously
Passionate about the customer experience
Driven to improve internal and external customer satisfaction
Relentlessly positive and possess a ‘can’t 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 embrace a fast-paced, changing environment
Exclusive warnermedia events and advance screenings
Paid time off every year to volunteer for eligible employees
Access to well-being tools, resources, and freebies
Access to in-house learning and development resources
Part of the warnermedia family of powerhouse brands
Warner media, llc and its subsidiaries are equal opportunity employersQualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.