Customer Experience Tech, Tier 3 Technician

Job Description

Customer Experience (CX) Tech, Tier 3 Technician

The Role:

The CX Tech, Tier 3 Technician 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.

She/he 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 will exhibit 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. She/he 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. They will have a flexible schedule that allows them to accommodate special business needs and events occurring outside of their regular schedule.

Work Schedule: To support the needs of the APAC markets,
• This role requires working shifts, including weekends and public holidays.
• The hours for this role will be 10 AM – 10 PM SGT (GMT+8).

Language Requirements:
• The ability to speak, read, and write fluently in English and one of the following languages is required for this position -Traditional Chinese, Simplified Chinese, Bahasa Indonesia, Bahasa Melayu.
• The ability to speak, read, and write fluently in the following languages is a plus - Thai, Filipino

Primary Responsibilities:
• Function as a subject matter expert over all WBD products/services available in region, 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 continuously deliver positive outcomes for the toughest issues in the most challenging conversations across traditional and social channels.
• 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.
• Work cross-functionally with Leadership, extended QA, Engineering, Product and Program Management teams to provide information needed to resolve escalated issues.
• Assist our upstream escalation partners in maintaining a catalog of ongoing issues to ensure partner teams accurately understand issue impact, scope, and regularly communicate issue status to domestic and International teams.
• Backup all Global CX support teams across all channels and tiers, actively monitoring key channels, quickly responding to inquiries that need immediate assistance, and identifying then guiding potentially sensitive conversations to a swift resolution.
• Partner with CX management in overseeing day-to-day support efforts to improve upon all aspects of support and escalation process; identifying coaching opportunities, workflow requirements and operational gaps.
• Assist leads to track and identify trends across channels, based on conversation topics, locations and other noticeable 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.
• Work continuously to enhance product knowledge across the Global CX org.
• Occasionally provide product and support training to frontline technical support teams.
• At every opportunity translate product and support expertise create new or evolve current 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.
• Occasionally travel to provide on-site training and support, as needed.

The Essentials:
• Bilingual - English and one language from this list - Traditional Chinese, Simplified Chinese, Bahasa Indonesia, Bahasa Melayu - required with Thai or Filipino a plus
• 2+ 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.
• Degree in technology, journalism, communications, marketing, or equivalent experience and/or demonstrated expertise.
• Exceptional oral and written communication skills - able to communicate effectively with junior to senior internal and external partners, breaking down technical concepts to present to non-technical audiences, with strong attention to detail for data, grammar, and spelling.
• Ability to operate in a fast-paced environment, interacting with colleagues in multiple countries and time zones.
• 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 iOS devices, Android TV/mobile, Smart TVs, Apple TV, and more.
• Excel in both customer service and technical support scenarios by demonstrating a strong sense of accountability and autonomy to effectively complete all required tasks while handling multiple priorities at a time with proper urgency.
• Able to zoom out from individual issues and identify patterns.
• Able to clearly define problems, analyze data, and recommend short-term workarounds, while simultaneously representing issues accurately to extended teams for resolution.
• Methodically investigate and resolve complex technical support issues, as reported by Customers and Partners.
• Able to consistently represent WBD CX in a professional manner.
• Experience working with Lean/Agile methodologies and JIRA/Youtrack/ServiceNow/PagerDuty a plus
• Able to accommodate a dynamic business environment, including participation in an on-call rotation to support special events and content premiers occurring outside of regular business hours, weekends, and holidays.

You Are:
• Passionate about supporting and engaging with Warner Bros. Discovery customers
• Driven to improve processes that facilitate high 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 at home in a fast-paced, changing environment

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means tha

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Jobcode: Reference SBJ-d8knmm-52-14-7-103-42 in your application.