L2 Customer NOC Analyst

Our Media Group 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 Media Group Technology, 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 Media Group 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 CXOC (Customer Experience 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.…