Cx Tech, Global Special Ops Tier III

This is a Full Time Job

ccountabilities...
• Serve as an escalation point for business-side issues escalated from Advanced Support and Frontline Operations during the hours of 10 :00 am – 7 :00 pm EST , Thursday through Monday .
• Participate in a 24/7 on-call rotation with other team members. On-call rotations will occur at most every 3 weeks and require a response time within 15 minutes.
• Maintain subject matter expert status on Max / HBO Max / Discovery+ and other Warner Bros. Discovery Direct-to-Consumer products/services, across all support 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.
• Regularly work with and assist Executives, Leads, and VIP customers, representing CX in a polished and professional capacity as an HBO Max / d+ and other Warner Bros. Discovery DTC products and services 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 or flex schedule rotation to provide alternate hours, weekend, and/or holiday 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.

Qualifications & Experience...
• Bilingual in English/German , English/Spanish or English/Polish is preferred.
• 3+ years of customer service experience preferred, at a comparable B2C brand, preferably in media, entertainment, technology, or hospitality, and supporting streaming media or equivalent technologies.
• Strong familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, and Fire devices.
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