Sr, Customer Support Technician

**_Welcome to Warner Bros. Discoverythe 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 nextFrom 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**:It will also 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.Note: A flexible schedule is needed 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. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.**Your role accountabilities**:- 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.**Qualification & Experience**:- Bachelor´s Degree in Technology, Journalism, Communications, Marketing, or equivalent- 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.- 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.**How We Get Things Done****Championing Inclusion at WBD