Sr, Customer Support Tech Tier III

Welcome to Warner Bros. Discovery... the stuff dreams are made of.

Who We Are...

When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's 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 what's 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 Sr, CX Tech Tier IIITechnician is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBD's 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.

Also 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 they're 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.

• Degree in technology, journalism, communications, marketing, or equivalent experience and/or demonstrated expertise.
• Advanced english
• 3+ 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.
• 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.
• 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
• 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.