Digital Consumer Support Specialist
Discovery Communications
Knoxville, TNThis was removed by the employer on 5/22/2019 12:30:00 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 Specialist in our Knoxville, Tennessee office to join our Fan Relations team focusing on our mobile apps. 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
You'll be the supporting face of the brands, responsible for communicating with mobile consumers, troubleshooting issues, researching potential bugs, and working directly with the product teams to ensure errors are reported, prioritized, and resolved. Reporting to 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
• Strategize and prioritize customer incidents and communicate trends to key internal stakeholders via formalized reporting
• Maintain a strong presence with internal business partners by facilitating and participating in phone, video, and in-person meetings
• Communicate daily with customers on social platforms, app stores, and other forms of communication to maintain a 24-hour response time
• Participate in and facilitate special projects as assigned
One thing to note:
You'll be traveling occasionally. Not much, but some! 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 2 years of experience in a related field a Bachelor’s degree
• You have a working knowledge of digital platforms such as Roku, Amazon Fire TV, and Apple products
• You're experienced working with social media management software
• 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 an innovative thinker and have excellent communication (internal/external and written/verbal) and presentation skills
• You enjoy working in a collaborative team environment and are able to manage at all levels of a matrix organization
• You're a strong leader in project management, attention to detail, managing a diverse workload under tight deadlines
• You have a high level of initiative and are able to self-direct your workflow
• 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.