**Tier 3 Customer Support Technician**

HBO Max Job Type Full time Job Id R000047012 This job is available in 2 locations

* New York, New York, United States of America

* Remote, New York, United States of America

JOB DESCRIPTION **Company Overview**

WarnerMedia is a powerful portfolio of iconic entertainment, news, and sports brands. We bring people, technology, and the worlds best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.

HBO Max is where storytelling takes center stage and where creatives find a home with the support and resources to do their best work, no matter the genre or format. Whatever the viewer wants to watch is front and center and more of what they crave is easily discovered. It is where our exclusive HBO Max Originals and iconic entertainment brands thrive, with HBO, Warner Bros., DC, Turner Classic Movies, Cartoon Network and more delivering the greatest array of series, movies and specials for audiences of all ages. HBO Max launched in the US in May 2020 and will launch in Latin America and Europe during 2021.

Join us. Shape your story here.

**The Job**

WarnerMedia seeks a Tier 3 Customer Support Technician for the DTC Global Ops - HBO Max department.

The Tier 3 Customer Experience Technician is a key member of the Customer Experience (CX) Strategy & Ops team within the Warner Media Direct-to-Consumer organization. They will have an integral role in providing advanced support for inquiries that cannot be solved by frontline support tiers.This individual will be a core contributor within the Tier 3 CX team and will collaborate cross-functionally to ensure issues are surfaced, triaged and tracked until a resolution is achieved. The ideal candidate will possess a solid foundation of both technical and customer service experience. They will have the ability to resolve complex issues with professionalism and poise. They will work closely with the extended CX team to continuously challenge/define/refine what excellence means and continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

**Remote/Virtual Opportunity - In looking to adapt to the needs of a growing 24/7 business, we are open to candidates working remotely/virtually. The remote opportunity would require the flexibility to support on-call rotations and occasional daytime, or evening work.*

**The Daily**

* Serve as the final escalation point for support tickets escalated from Tiers 1 and 2

* Maintain subject matter expert status on all HBO Max products/services, across all supported 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

* Occasionally work with and assist Executive and VIP customers, representing CX in a professional capacity as an HBO Max 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 rotation to provide after hours and/or weekend 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 theyre 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

**The Essentials**

* 2 years customer service experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies

* *Remote applicants* - 1 years experience preferred working in a remote work environment

* Strong familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile

* Superior and demonstrated analytical and problem solving skills

* Excellent listening, written and verbal communication skills

* Excel in both customer service and technical support scenarios

* Able to handle multiple priorities, using proper urgency when needed

* Demonstrate a strong sense of accountability and autonomy for effectively completing all required tasks

* Able to zoom out from individual issues and identify patterns

* Clearly define problems, analyze data, and recommend short-term workarounds, while simultaneously representing issues accurately to extended teams for resolution

* Able to consistently represent HBO Max / WarnerMedia in a professional manner

* Methodically investigate and resolve complex technical support issues, as reported by Customers and Partners

* Able to break down and communicate technical concepts to a non-technical audience.

* Able to adapt to a dynamic business environment, including participating in the support of groundbreaking movie premieres and special events after-hours, on-call rotations, and the flexibility to accommodate varying hours of support.

* Experience working with Lean/Agile methodologies and JIRA/Youtrack a plus

* Able to consistently work autonomously

**You are:**

* Passionate about the customer experience

* Driven to improve internal and external customer satisfaction

* Relentlessly positive and possess a cant 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 embrace a fast-paced, changing environment

**The Perks**

* Exclusive WarnerMedia events and advance screenings

* Paid time off every year to volunteer for eligible employees

* Access to well-being tools, resources, and freebies

* Access to in-house learning and development resources

* Part of the WarnerMedia family of powerhouse brands

Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law. HBO Max Job Type Full time Job Id R000046959

New York, New York, United States of America

Remote, New York, United States of America The Manager, CX Advanced Support (International) is a key member of the Customer Experience (CX) Strategy & Ops team within the Warner Media Direct-to-Consumer organization. She/He will oversee a te...