Analyst, Customer Support Analyst
Warner Bros.
Burbank, CAThis was removed by the employer on 5/6/2021 3:37:00 PM PST
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Full Time Job
The Job
WarnerBros seeks a Analyst, Customer Support Analyst for the DigOpsProdEng: GREATT department.
Customer Care Operations Specialist Tier 2 will help to ensure that requests are handled in line with WarnerMedia standards of excellence and quality. This individual will be a key part of the wider team providing direct customer support and driving improvements to the operational process for handling customer issues with impacts across WarnerMedia businesses. They will work with our internal technology and business teams, as well as a network of partners to ensure a flawless experience for customers as well as adhere to regulatory compliance in the handling of customer requests.
Customer Care Operations Specialist Tier 2 will record and track issues via a case management tool from initiation to resolution. They will perform research in various systems to address more complex and escalated issues reported by customers. This role will be part of a new team that is performing process discovery, and so will proactively seek advice and escalate issues when faced with issues that do not have a solution that is readily apparent. They interact with their Team Manager and Program Manager around specific work efforts/deliverables and is required to share knowledge and experience with others. This position also requires handling escalations from Tier 1 but may also assist in handling Tier 1 incoming Emails, Tickets, Chats, and/or phone calls as necessary.
They demonstrate superior knowledge of Customer Service and Operations industry best practices to ensure optimal servicing of customer and client requests. They communicate regularly with various levels of management and can present ideas very clearly in both written and verbal formats. This position requires handling escalations of a business-critical nature on a regular basis and is a committed brand representative for WarnerMedia, providing the highest levels of service for fans globally.
The Daily
• Respond to and resolve escalated support requests via email, chat, and phone to achieve SLAs and other business targets. Escalate to management as needed.
• Review customer data, CSAT scores, agent scorecards, and reporting trends to help identify and improve troubleshooting steps.
• Monitor and track resolution of customer problems and issues.
• Understand the customer touch points across the studio and use that knowledge to make recommendations around process improvement regarding ticket handling and how to be more efficient while keeping quality of care for our customers as a top priority
• Partner with WM Customer support team to oversee call center/outsource partner operations and provide ongoing feedback on improvement areas, as well as tracking that improvement areas are being addressed by the vendor in line with our priorities. Escalate issues when necessary.
• Maintain materials for specified lines of business.
• Provide refresher training and mentoring to Tier 1 agents as needed, as well as notify other team members when policies & procedures are updated.
• Perform ongoing review of customer facing FAQ's and Agent prepared responses and update where necessary.
• Work closely with adjacent teams and stakeholders to provide proactive recommendations on how to improve first contact resolution in efforts to reduce repeat contacts to any one team or department (e.g. develop ''self service '' models).
• Build and circulate regular executive reporting and dashboard views that provide actionable insights and clearly highlight any risks with recommendations for how to mitigate
• Other duties as assigned.
The Essentials
• Minimum 3 years' experience in a call center environment or comparable work experience required
• Experience handling multiple programs simultaneously in a fast-paced changing environment required
• Experience in handling customer escalations required
• Experience in customer support operations highly desired
• Bachelor's degree or equivalent work experience required
• Excellent customer service and communication skills (verbal and written)
• Experience handling multi-channel support in multiple languages/territories
• Zendesk experience (admin and/or Explore) highly desired
• Experienced in leading training
• Knowledgeable in creating & maintaining FAQ
• Proficiency in use of MS Office programs (Intermediate level Excel desired)
• Work flexible hours, including overtime, when necessary.
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.