Customer NOC Analyst

Summary

Join NBCUniversal's Media Group Technology team as a Customer NOC Analyst and become a vital part of our support team overseeing Tier 2 technical escalations, workflow processes, and enhancing end-user experience. Collaborate with Customer Care, data/analytics, incident/problem teams, and technical/product teams. Serve as a subject matter expert on Peacock's end-user experience, self-service functionalities, and agent-assisted technical support. Triage technical issues, directly interact with Peacock subscribers, and resolve or escalate issues to appropriate partners/clients. This role requires strong technical proficiency and excellent communication skills to ensure a positive customer experience. The position offers the opportunity to work remotely and contribute to a dynamic, innovative team within a leading media and entertainment company.

Requirements

• Bachelor’s degree and/or relevant work experience
• Prior work experience working on a technical support team
• Willingness and ability to work or be on call at any time, sometimes on short notice to support

Responsibilities

• Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care). This includes direct contact with customers through successful resolution and any appropriate follow-up to Customer Care and/or technical/client teams
• Meet and support performance metrics at all levels--including individual/personal; team/department/organization; as well as metrics for customer service, operational, and financial-related objectives
• Own and manage strong working relationships with internal and external partners and clients
• Serve as Tier 2 escalation point for customer care teams for technical support-related issues/assistance. This includes: Direct support to customers both live-time and follow-up through to successful issue resolution for the customer In various forms of communication—chat, email, and phone
• Direct and timely engagement with customer care teams in the handoff and follow-up on escalated cases as appropriate
• Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues
• Use ticketing systems/case management systems to properly work, disposition, and document customer tickets/cases
• Own the timely response of support tickets and escalation to management team members; the problem/incident management team; and/or technical/client or product teams as appropriate
• Access and use various data sources to extrapolate examples of technical issues (defects) that might be causing negative customer experiences—and then using that information to develop examples for issue resolution with appropriate stakeholders
• Analyze metrics and report performance trends to assist technical personnel to predict future technical-related issues, impairments, or enhancements
• Be able to test and replicate technical issues (defects) and then provide such testing/replication information to appropriate fix agent teams for issue resolution. This also includes re-testing of issues after solutions have been devised and implemented
• This also includes potentially engaging with vendor or outside teams to assist in testing/replication support
• As needed, serve as a subject matter expert on technical issues to care team members and help provide feedback on training/troubleshooting sources/guides as well as other processes, procedures, tools/applications, etc

Preferred Qualifications

• Strong attention to detail, communication, and interpersonal skills
• Effectively flexible in approach, and responds well to pressure
• A record of accomplishment of meeting or exceeding performance expectations
• Strong interpersonal and communications skills to provide outstanding customer support to both internal and external customers
• Motivated to establish and maintain strong professional partnerships and collaborations across stakeholder groups and individuals
• Keen sense of intellectual curiosity and a desire to improve the customer experience through daily work efforts
• Proven record of accomplishment of analyzing data and using analysis to drive key insights and recommendations
• Experience in technical tier 2 team, preferably in a streaming environment
• Experience in a role with a record of accomplishment of Operational excellence with high energy level, and formidable team skills

Benefits

Open to Fully Remote Candidates