Spectrum - Seattle, WA
posted 3 months ago
The Tier 3 Global Special Operations Technician is a vital member of the Customer Experience (CX) Strategy & Ops team within Warner Bros. Discovery's Direct-to-Consumer organization. This role is essential for providing escalation support for inquiries that frontline support tiers cannot resolve. The technician will be a core contributor within the Tier 3 CX Special Operations team, collaborating cross-functionally to ensure that business-side issues are identified, triaged, and tracked until resolution is achieved. The ideal candidate will have a strong foundation in both technical and customer service experience, enabling them to resolve complex issues with professionalism and poise. They will work closely with the extended CX team and partners in Product and Tech organizations to continuously challenge, define, and refine excellence in customer service, striving to achieve the highest levels of customer satisfaction and support. In this role, the technician will serve as an escalation point for business-side issues that are escalated from Advanced Support and Frontline Operations during designated hours. They will participate in a 24/7 on-call rotation, requiring a quick response time to ensure timely resolution of issues. The technician will maintain subject matter expert status on various Warner Bros. Discovery Direct-to-Consumer products and services, ensuring that their knowledge remains current and relevant. They will be responsible for identifying creative troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles. Additionally, the technician will document new issues, escalate business-side issues to appropriate teams, and represent the CX team in a polished and professional manner when working with Executives, Leads, and VIP customers. They will also coach and mentor frontline support teams, participate in ongoing processes and standards improvements, and collaborate with larger CX and UX writing teams to ensure that customer-facing support content is accurate and up-to-date. The role may occasionally require travel for training purposes.