Digital Consumer Support Coordinator
Discovery Communications
Knoxville, TNThis was removed by the employer on 6/7/2019 3:30:00 PM PST
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Full Time Job
Discovery, Inc., the new global leader in real life entertainment with powerful brands such as Discovery Channel, TLC, Animal Planet, HGTV, Food Network, and Travel Channel, is searching for a Digital Consumer Support Coordinator in our Knoxville, Tennessee office to join our Fan Relations team. The Fan Relations team is a unique support function under our Corporate Communications team that assists every department and all of Discovery’s U.S. TV and digital brands to troubleshoot issues and communicate with our customers.
The Role
As coordinator you'll be responsible for communicating with mobile consumers, troubleshooting issues, researching potential bugs, and working in close proximity to other Fan Relations team members to ensure errors are reported, prioritized, and resolved. Reporting into our Director of Fan Relations, you'll provide expert quality service to the audience and fans via email, social media, and other forms of communication.
Responsibilities
What You'll Be Doing
• Respond effectively and efficiently to consumer emails within our customer service platform, quickly identifying next steps to gather more information
• Communicate daily with customers on digital social platforms, app stores, and other forms of communication to maintain a 24-hour response time
• Use advanced analytical skills to identify, gather and organize information as it pertains to apps and web platforms
• Participate in and facilitate special projects as assigned
One thing to note:
You'll be supporting our West Coast consumers so the shift for this role will be from 11 am - 8 pm EST M-F. Also, although we try to stick to a typical 8 hour work schedule, sometimes our work extends into evenings, holidays. Don’t worry though, one of our core values is Work/Life Balance and we stick to it. We’re definitely flexible and get that work is only one part of your life.
Requirements
Who You Are
• You have 1 years of experience in a related field an Associate's Degree
• You have a working knowledge of digital platforms such as Roku, Amazon Fire TV, and Apple products
• You're no newbie at using Microsoft Excel and other data visualization tools
• If you have Oracle Service Cloud experience, that's even better!
• You have the ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• You're able to work to a tight deadline and diffuse stressful situations
• You're cool as a cucumber and adjust priorities and manage time wisely in a fast-paced environment
• Must have the legal right to work in the U.S.
Want to Learn More?
Learn more about our company culture and life at Discovery, Inc. at our website.
About Discovery, Inc.
Discovery is the global leader in real life entertainment, serving passionate fans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year across deeply loved content genres.
Available in 220 countries and territories and 50 languages, Discovery is a platform innovator, reaching viewers on all screens and services, from linear, free-to-air and pay–TV channels to digital products and streaming services, to social and mobile-first content and formats. Discovery’s portfolio of premium brands includes Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery, Travel Channel, Turbo/Velocity, Animal Planet, and Science Channel, as well as OWN: Oprah Winfrey Network in the U.S., Discovery Kids in Latin America, and Eurosport, the leading provider of locally relevant, premium sports and Home of the Olympic Games across Europe.