L2 Customer NOC Analyst

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.
 

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 i