Job Description

Our Direct-to-Consumer (DTC) portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal and Sky. When you join our team, you’ll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn’t stop there. With unequalled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We’re always looking for ways to innovate faster, accelerate our growth and consistently offer the very best in consumer experience. But most of all, we’re backed by a culture of respect. We embrace authenticity and inspire people to thrive.

The Customer NOC Analyst at Peacock/Direct to Consumer, will be part our essential support team that will oversee technical Tier 2 escalations, process workflow and elevating end user experience. At the core, this role will collaborate with our Customer Care Team; data/analytics; incident/problem teams; and our technical and product teams.

The Peacock/Direct to Consumer Customer NOC Analyst will serve as subject matter expert demonstrating technical proficiency within the Peacock end user experience; self-service functionalities; and the agent assisted technical support process. The CNOC (Customer Network Operations Center) Analyst will triage technical issues—including direct contact with Peacock subscribers—and resolve and/or escalate technical issues to the proper partner/client.

Essential Functions (Responsibilities)

• Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care). This includes direct contact with customers through successful resolution and any appropriate follow-up to Customer Care and/or technical/client teams.

• Meet and support performance metrics at all levels--including individual/personal; team/department/organization; as well as metrics for customer service, operational, and financial-related objectives.

• Own and manage strong working relationships with internal and external partners and clients

• Serve as Tier 2 escalation point for customer care teams for technical support-related issues/assistance. This includes:

  • Direct support to customers both live-time and follow-up through to successful issue resolution for the customer
    • In various forms of communication—chat, email, and phone
  • Direct and timely engagement with customer care teams in the handoff and follow-up on escalated cases as appropriate

• Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues

• Use ticketing systems/case management systems to properly work, disposition, and document customer tickets/cases

• Own the timely response of support tickets and escalation to management team members; the problem/incident management team; and/or technical/client or product teams as appropriate

• Access and use various data sources to extrapolate examples of technical issues (defects) that might be causing negative customer experiences—and then using that information to develop examples for issue resolution with appropriate stakeholders.

• Analyze metrics and report performance trends to assist technical personnel to predict future technical-related issues, impairments, or enhancements

• Be able to test and replicate technical issues (defects) and then provide such testing/replication information to appropriate fix agent teams for issue resolution.

  • This also includes re-testing of issues after solutions have been devised and implemented
  • This also includes potentially engaging with vendor or outside teams to assist in testing/replication support

• As needed, serve as a subject matter expert on technical issues to care team members and help provide feedback on training/troubleshooting sources/guides as well as other processes, procedures, tools/applications, etc.…

Qualifications

• Bachelor’s degree and/or relevant work experience
• Prior work experience working on a technical support team
• Willingness and ability to work or be on call at any time, sometimes on short notice to support a 24/7/365 operation

Eligibility Requirements

• Interested candidate must submit a resume/CV through Company website to be considered
• Open to Fully Remote Candidates
• Must have unrestricted work authorization to work in the United States Must be
• 18 years or older
• It is the policy of Company and Company’ s affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status, or other characteristics protected by law.

Desired Characteristics

• Strong attention to detail, communication, and interpersonal skills
• Effectively flexible in approach, and responds well to pressure
• A record of accomplishment of meeting or exceeding performance expectations
• Strong interpersonal and communications skills to provide outstanding customer support to both internal and external customers
• Motivated to establish and maintain strong professional partnerships and collaborations across stakeholder groups and individuals
• Keen sense of intellectual curiosity and a desire to improve the customer experience through daily work efforts
• Proven record of accomplishment of analyzing data and using analysis to drive key insights and recommendations
• Experience in technical tier 2 team, preferably in a streaming environment
• Experience in a role with a record of accomplishment of Operational excellence with high energy level, and formidable team skills

Additional Information

This position is eligible for company sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $60,000 - $75,000

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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