Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role…

The Customer Experience Technician, Tier 2 will be responsible for communicating with digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The person must have strong interpersonal, customer service and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.

Your Role Accountabilities…

• Interact daily with customers via email, chat, phone, app stores, social platforms, and other forms of communication ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
• Resolving technical problems of assigned cases
• Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
• Test and verify product functionality to reproduce customer issues
• Document detailed failure and solution information within cases
• Communicate courteously and effectively to understand issues from the customer's perspective
• Deliver world-class, proactive customer service to internal and external stakeholders
• Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
• Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
• Makes every effort to retain our customers business and ensure satisfaction at every step
• Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
• Liaise with other departments to ensure seamless communication and successful resolution of company wide inquiries, issues, concerns, etc.
• The regular working hours for this position are from 8:00 AM to 6:30 PM, four days a week (Friday to Monday), with Tuesday, Wednesday, and Thursday off.

Qualifications & Experience…

• Associate’s degree or equivalent 2-years customer service experience required; 3+ years preferred
• Knowledge of mobile apps, connected devices, and digital TV technology
• Experience with Zendesk preferred
• Proficiency with G Suite and demonstrated competency in lear