International Advanced Support Tech - London, United Kingdom - Warner Bros. Discovery

Warner Bros. Discovery

Verified Company

London, United Kingdom

1 day ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

_Every great story has a new beginning, and yours starts here._

_ 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 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.

The Role:

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.

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 European markets, the hours for this role will be 2pm - 10pm from Wednesday through Sunday or Saturday through Wednesday.

Language Requirement:

The ability to speak, read, and write fluently in English is required for this position.
The ability to speak, read, and write fluently in Polish/Czech/Hungarian or other European languages is a plus.

Primary Responsibilities:

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 deepdive 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 crossfunctionally 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 catalogue 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 daytoday 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 supportrelated 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 onsite training and support, as needed.

The Essentials:

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 nontechnical audiences, with strong attention to detail for data, grammar, and spelling.
Ability to operate in a fastpaced environment, interacting with colleagues in multiple countries and